[24]7.ai is Leader in SPARK Matrix: Virtual Customer Assistants (VCA), 2021
A Virtual Customer Assistant (VCA) is a computer programming application that replicates human-like conversations to deliver information to customers, which could be text-based or audio-based and is capable of being interactive and undertaking transactional activities. Users can interact with virtual customer assistants through direct web, mobile communication applications, kiosks, common messaging forums, and other web and mobile-based interfaces. Advanced virtual customer assistants can support speech-based engagements, provided the voice processing modules are enabled. The virtual customer assistants adapt to the content and context of user inputs by combining natural-language processing and conversational artificial intelligence – by real-time updation of its data repositories, providing sustained and strong customer value proposition, and enabling organizations to have an open channel to serve and communicate with their customers.
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