![[24]7 launches ‘emotional intelligence’ for its virtual agent](https://timestudios.co.uk/wp-content/uploads/2021/02/logo-300x117.png){kind=logo}
What’s the next step for virtual agents?
Customer engagement platform [24]7 thinks it’s recognizing when the customer is angry, so it can offer a few words of consolation — and then pass the conversation on to a human agent.
The company is announcing this week that its AIVA virtual agent, released in the spring of 2017, now has “emotional intelligence.” While the San Jose, California-based firm says this is the first virtual agent to have such a sensibility, there are other agents that understand intent, such as ones built on the PullString platform.
