This Indian startup has the largest pool of digital chat agents in the world

While there is a lot of talk around ‘digital transformation’, what it really boils down to is predicting the customer’s intent and act on it. This can help traverse channels smoothly without ever having to start over the conversation from the scratch.

Personalized and intent driven interactions across any channel helps companies come up with quick solutions to a customer’s problems. [24]7 is a big data and machine learning firm that does just that. The platform uses predictive models tuned by 1.5B+ annual interactions. Its technology spans across machine learning, predictive analytics and natural language.

[24]7’s Big Data and machine learning technologies power self-service ( e.g. Virtual Agent) as well as assisted service channels (e.g. Digital Chat Agents). The Virtual Agent has been trained on real conversations and therefore far better at responding to a customer’s queries. The company claims that in the first 9 months of the Virtual Agent being deployed on a client‘s website, over 720k questions were answered with an industry leading response accuracy rate of 92%.

[24]7’s pool of 5000+ digital chat agents is the largest in the world. These can help with a purchase decision or to address a service issue, to deliver successful outcomes in the moments that matter most.

So the next time you type into the chat tab on a website, remember, it might not be a human at the other end.

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