[Updated August 17]

Customer engagement solutions provider [24]7 announced today the general availability of its intelligent assistant platform, AIVA, which enables two-way interactions for both voice and text channels.

AIVA is a virtual agent solution that’s able to interact with customer across channels using conversational NLU technology, machine learning and the ability to understand customers’ intents. Additional capabilities for the intelligent assistant include predictive modeling based on more than 1.6 billion customer interactions.

According to the [24]7 press release, AIVA can be built once and deployed anywhere, including web, IVR, messaging platforms (e.g. Apple Business Chat and Facebook Messenger), and SMS.

The announcement of AIVA comes on the heals of a set of acquisitions that make powerful inroads into Conversational Marketing, in addition to Intelligent Assistance as part of a suite of offerings. It is combined with the company’s Customer Journey Analytics and Customer Engagement Cloud platforms and adds predictive chat, personalization, and search bidding to its platform. AIVA acts as intelligent assistant capable of connecting it all.

Earlier this month, [24]7 acquired the Customer Journey Analytics technology, known as Customer Compass, from KPMG Capital. The suite of tools allows large enterprises to deliver customer service automation to understand how consumers relate to and interact with brands.

Conversational Marketing is indeed becoming on a hot topic with companies like Automat which helps companies use AI to talk and interact with customers. Back in October 2015, [24]7 announced a joint service with Facebook to make it possible for enterprise chat agents (both live and automated) to join a Facebook Messenger-based conversation while carrying out digital commerce.

The topic of conversational marketing will be discussed at the upcoming Intelligent Assistants Conference in San Francisco (September 18-19, Mark Hopkins Hotel). In addition to other case studies and panel discussions, Angelique Kamera, Head of Messenger Platform Partnerships with Facebook, will showcase how a leading brand and product development team built a conversational marketing campaign on Facebook Messenger to deliver business value. Be sure to check it out!

Categories: Conversational Intelligence, Intelligent Assistants, Articles, Mobile + Location