To improve customer experience (CX) across the board, enterprises must implement an effective CX strategy that includes both digital automation and agent services in customer service centers. Chatbots, virtual agents, and IVR systems need to provide quality CX by efficiently automating interactions. Customer service agents need the right tools to create good CX. Firms can now leverage artificial intelligence (AI) to advise the agent and recommend actions, thereby increasing both the speed and quality of contact resolution. Combining agents with conversational bots offers promising results, including lower cost to serve and increased customer satisfaction. 

[24]7.ai provides a customer engagement platform that enables companies to increase automation rates and improve agent productivity while enhancing CX. The [24]7.ai Engagement Cloud uses AI along with human insight to resolve customer inquiries quickly, efficiently, and completely. The Engagement Cloud includes [24]7 Answers, [24]7 Conversations, [24]7 Assist, [24]7 Voices, and [24]7 Active Share.

[24]7.ai commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying the [24]7.ai Engagement Cloud. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of the [24]7.ai Engagement Cloud on their organizations.

To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed several companies with years of experience using the [24]7.ai Engagement Cloud. The interviewed companies found that the [24]7.ai Engagement Cloud enhanced customer service performance metrics, such as interactive voice response (IVR) containment, first-call resolution (FCR), and average handle time (AHT), and improved CX scores.