IT Intelligence Bulletin (HG Insights) — [24]7.ai is partnering with Blue Prism on a new joint offering that allows [24]7 AIVA customers to use Blue Prism’s Digital Workforce to efficiently automate hard-to-access back and front office systems.

By combining [24]7.ai AI-powered virtual agents/chatbots with Blue Prism’s Digital Workforce, [24]7.ai users can automate processes faster, reduce response times and deliver a more satisfying customer experience.

“For enterprise-class chatbots and virtual agents to provide interactions that are truly meaningful, they need access to enterprise IT systems, including CRM data,” said Scott Horn, Chief Marketing Officer of [24]7.ai. “With this partnership, we’re dramatically reducing the time and cost to deploy the worlds most widely deployed conversational chatbot technology with the market leader in robotic process automation (RPA) software.”

Large enterprises possess a wealth of data on their clients, which holds enormous potential to be used to provide consumers with a better customer experience, however, that data is often difficult to access because it often resides in disparate, legacy systems. Through this partnership, it is now possible for enterprises to access this data and analyze it using artificial intelligence, making it now possible to anticipate consumers’ wants and needs.

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The new joint offering enables [24]7 AIVA users to process a greater range of transactional capabilities, which results in faster resolution of complaints and inquiries, quick escalation to live agents when needed, better customer engagements and a boost to agent productivity.

“Conversational Natural Language engagement is driving customer experiences towards high efficiency and improved transactions. Combining this with our Digital Workforce Platform gives us the opportunity to serve and empower our users, with improved customer experiences by helping them resolve their customer issues faster and with higher degree of accuracy,” said Shail Khiyara, Chief Marketing and Experience Officer at Blue Prism. “As a leader in this space, Blue Prism has created a powerful, best of breed, and the industry’s most sought-after partner ecosystem and we are delighted to be partnering with [24]7.ai. They share and support our AI vision of giving customers a choice.”

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