[24]7 launches ‘emotional intelligence’ for its virtual agent

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.

[Read the full article on MarTech Today.]

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