7 today released 7 Assist, a live chat solution that combines prediction and real-time decisioning with big data analytics for customer experience across Web and mobile channels.
7 Assist comes with new productivity and agent performance management capabilities and is part of a larger family of cloud-based, cross-channel sales and customer service solutions powered by 7's Predictive Experience Platform.
Key capabilities of 7 Assist include the following:
- Prediction and real-time decisioning: 7 Assist mines 100 percent of customer interactions, then uses machine learning to recognize complex patterns and refine predictions in real time to account for the intent of individual customers. 7 Assist knows which individuals prefer chat as a channel, when during the journey agents should intervene, how to intervene, and what to offer.
- Intuitive experience: Conversations become personalized experiences, based on the customer's intent and history. Rich interactive content, such as video, maps, and graphical product images, are offered, and the chat window and experience is flexibly tailored to the customer's device automatically, whether the engagement takes place on a desktop, laptop, smartphone, or tablet.
- Smarter agent workspace: 7 Assist was designed with direct input from agents. The interface was designed to maximize collaboration and ease of use. Flexible workspaces allow agents to access predictive information on customers and then offer rich interactive content.
Lenovo and Optus have already signed on to use the 7 Assist product.
"7 Assist is a key part of our cross-channel customer solutions being adopted by the world's leading retail, technology, communications, financial, and travel companies. It is critical to our broad vision of delivering a 'single digital hub' where customers can use any channel and device and interact in a consistent, intuitive way," said PV Kannan, founder and CEO of 7, in a statement. "It is our clear intention to disrupt and then transform the entire customer experience across industries, using big data and prediction as our foundation."