7 launches ‘emotional intelligence’ for its virtual agent
In text-based conversations, its AIVA agent can now tell when a customer is unhappy, so it can offer some consolation and toss to a human agent.
What’s the next step for virtual agents?
Customer engagement platform 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.