© 2015 24/7 CUSTOMER, INC.

Using Prediction to Improve Chat

Tuesday, January 27, 2015

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Hi. I’m Vanessa. I’m going to show you how [24]7utilizes big data, prediction and real-time analytics toimprove online chat for sales and service.

And I’m Thomas. Don’t worry, we won’t get tootechnical but, when we’re done, you’ll have a goodunderstanding about why intelligent chat solutions aremore effective than other types of legacy chat solutions.

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Have you ever visited a website and immediately had a chat invitationpop up, even though you’ve only been on the site for one second? Itmakes me want to say “I just got here! Give me some time!”

AGENT: Hi. Would you like to chat?

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Or, just as annoying, you’ve been interacting with a business and thenthe chat starts and it’s like they have no idea who you are or what you’retrying to do, so you have to start your conversation all over again.

AGENT: Hi. Can you please

provide me with your account

number and location?

YOU: I just gave another agent

that info!

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[24]7 improves chat. We combine Big Data, prediction, real-time decisioning and machine learning at scale to provide chatthat is intelligent, contextual and more appealing forconsumers. The result is increased sales and conversions andimproved customer satisfaction.

Let me show you how it works.

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Let me show you how it

works.

Let’s say you’re shopping for laptops so you Google “BestLaptops”. You then click on the first link for “247 laptops”.

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Once you land on the site, you’re not disturbed by instantaneous chatbecause you haven’t done anything yet that indicates you need the helpof a chat agent. In the background, however, [24]7 is tracking your actionsto best determine when you need help and what type of help you’ll need.

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Conceptually, [24]7 Prediction Platform is calculating a score. When thecustomer crosses from red to amber threshold, a chat will be offeredbased upon the customer’s activity.

Of course the score calculation doesn’t show up on the screen.

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[24]7 tracks and analyses your web journey and data as you browsethrough the website. It’s the first chat platform that predicts yourintent in real-time. The decisioning engine determines who totarget, when and how to engage and what to recommend. Thisincreases “incrementality”, focusing on those customers where wecan positively influence their purchase behavior.

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Based on where you are in your journey [24]7 decides now its appropriateto offer you chat to help you complete your journey in a simplified manner.The chat is contextual to what you’ve been doing on the website. Targetedcustomers get priority routing to agents best positioned to help you.

Notice the chat agent offered information specific to the laptops you’re looking at

Upto 50% discount on V series Laptops

Economical, Environmental Friendly

ProPad V235e

Fast, Engineered to protect data

Propad V235c

Powered by [24]7

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We engage with a personalized experience based on your intent andweb activity, agents anticipate what you are going to do, and are ableto recommend accurate resolution. [24]7 Assist allows chat agents toengage with rich interactive content to make conversations moresimpler and effective in less time.

Learn More

3rd Gen Intel® Core™ i3 processor

Windows 8 Pro

14" HD+ antiglare display (1600 x

900) 250 nits

Up to 500GB 7200rpm HDD / 256GB

SSD

4GB AMD Radeon™

Up to 9 hours' battery life with

RapidCharge on standard

AGENT: Thank you for choosing [24[7 Laptops sales chat.

Me: Hi good morning. I am helping a friend look for a laptop, I was wondering if

you could assist me

AGENT: I think I can help

Me: Our budget is 450, we would like a laptop that is between 13.3-14 inches,

at least an i3, 4gb ram

AGENT: One moment please. A machine that would operate in line with the

specs you gave and your budget would be our V235e. Please note the

information on the slider.

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Assist has converted what could have been a lengthy and frustrating textinteraction, into an intuitive, simplified process that culminated in apurchase and a high degree of customer satisfaction. [24]7 Assist hasmade the interaction intelligent and simple. The customer concludes hisweb journey and rates the agent and gives feedback about his experience.

Send

Powered by [24]7

Skip

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Based on our analytics engine we also decide to recommend andupsell an extended warranty at a special promotional price. Toimprove margins and incremental revenues.

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[24]7 delivers intelligent chat that focused on outcomes. The

platform continuously learns and improves from each interaction

making other interactions better. It uses machine learning at scale to

recognize complex patterns and dynamically refine predictive

models. This increases sales conversions, and ensures customers

are happy without adding costs.

[24]7 Assist improves real outcomes for your

customers and transformational business results

for your company. Its the smarter way to do chat.

Get the power of [24]7 predictive Sales.

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For more information please visit [24]7 Future of Chat

or email us at queries@247-inc.com