[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.

What AIVA can do, Senior Director of Product Marketing Angela Sanfilippo told me, is recognize when the consumer is getting angry, frustrated or dissatisfied during the conversation.

That detection, she said, is based on the type of language used, such as “I’m so frustrated,” but it could also include sarcasm, like “Are you insane?”

When AIVA recognizes that the customer is not pleased, she apologizes or otherwise issues some verbal consolation, and then hands the conversation to a human agent. AIVA does not yet have the ability to respond to a consumer’s happy state with some happiness-boosting comments.

AIVA comes in voice-based versions for Google Home or Amazon Echo devices and for IVR (interactive voice response, on phones), as well as text-based interaction for websites, mobile apps, the Facebook Messenger app and Apple’s Business Chat. The new emotional intelligence is only currently available in the text-based conversations, but a voice-based version is coming.

[Article on MarTech Today.]

About The Author

Barry Levine

Barry Levine covers marketing technology for Third Door Media. Previously, he covered this space as a Senior Writer for VentureBeat, and he has written about these and other tech subjects for such publications as CMSWire and NewsFactor. He founded and led the web site/unit at PBS station Thirteen/WNET; worked as an online Senior Producer/writer for Viacom; created a successful interactive game, PLAY IT BY EAR: The First CD Game; founded and led an independent film showcase, CENTER SCREEN, based at Harvard and M.I.T.; and served over five years as a consultant to the M.I.T. Media Lab. You can find him at LinkedIn, and on Twitter at xBarryLevine.