[24]7.ai Quality and Customer Experience Model

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[24]7.ai has been regarded as an industry leader in innovation and growth – a disruptor who is consistently challenging the status quo and continuously lifting the bar in service experience especially in the digital space. The Company has since introduced a lot of industry firsts and one of which is the [24]7.ai Quality and Customer Experience Model in 2018. [24]7.ai’s Quality and Customer Experience Framework starts with completed quality assessments. Insights are then produced from these, which the company uses in their framework.

While other Quality Models only touches on Transaction Monitoring & Business Requirements, [24]7.ai’s Quality Model is surely a differentiator as it touches on the following:

• The framework is about Business Requirements component. This measures the adherence of the team members on the established business rules of the program.
• The Digital Agent (DA) Persona component. The intent is by determining the right agent profile of the program, they will be able to recommend thresholds for DA profiling acceptance rate during recruitment, training, and preview in operations.
• The Customer Journey component. With the aid of the evaluations, [24]7.ai looks at specific gaps to potentially re-create the experience for a seamless customer interaction resulting to a standard ease of experience.
• The Predictability component. Key parameters of the Quality form is reviewed and correlated with the Key CX metrics. This component aids to Simplify and streamline customer journey using both historical and new data touchpoints allowing better understanding of market opportunities, interventions needed, and customer-recommended factors.
• Metric Performance component of the Quality framework aids to support Operational Metrics by targeting key Brand Behaviors and Critical to Quality parameters.