[24]7.ai
DIGITAL REPORT 2020
Redefining Customer Engagement IN ASSOCIATION WITH
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Leading the AI-powered CX Journey 03
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[24]7.AI
Against the backdrop of a growing cyber war, [24]7.ai is providing a safe platform for businesses to communicate with their customers [24]7.ai co-founder and CEO PV Kannan realised, back in 2000, that the key to forward-thinking customer engagement was reaching beyond customers calling up companies to talk to call centre representatives to get answers to queries and moving quickly towards a digital standpoint. 04
“Today, customers want real-time responses to their questions,” says [24]7.ai’s Global CISO & Chief Privacy Officer, Dr Rebecca Wynn.
CONVERSATIONAL AI Conversational AI is redefining customer experience (CX) across business messaging, voice and everywhere else. The journey for [24]7.ai towards meeting the need for more efficient customer interactions is allied to the rise of the chat bot triggering database responses; this inspired Kannan’s team to develop [24]7.ai’s NLP (Natural Language Processing) to build the business globally. “Companies partner with [24]7.ai because we’re pioneers in the industry,” maintains Dr Wynn. “We’re able to harness strong analytics to provide a seamless transition when customers need to
“ Today, customers want real-time responses to their questions” — Dr Rebecca Wynn, Global CISO & Chief Privacy Officer, [24]7.ai
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[24]7.AI
“ A paradigm shift was already coming, and now it’s here companies like [24]7.ai, with our expertise through offerings like the Engagement Cloud, can support the global roll out of secure customer communications across a range of devices, at work or at home” — Dr Rebecca Wynn, Global CISO & Chief Privacy Officer, [24]7.ai
will increase our clients’ net promoter scores (NPS), lower operating costs and help drive revenues.” Dr Wynn believes it’s vital for her
team to work to the mantra “How can 06
graduate to a human response but
we be better tomorrow?” She notes
don’t want to repeat all of the infor-
that recruiting the right personnel is
mation they’ve already given via a
vital to drive excellence. “We need
chatbot. We’ve created a unified digital
to be equipped to analyse customer
customer experience across channels
journeys and make them more efficient
from websites and tablets to social
and secure, not only for the company
media and smartphones to suit the
that hires us but for the consumers
needs of businesses across sectors,
that access them and want answers
from banking to retail. We’re confident
in real-time.”
that positive customer experiences
COMPLIANCE, RISK MANAGEMENT & SECURITY During a year where the pressures of the global Covid-19 pandemic have hastened many companies shift towards digital transformation, how is [24]7. ai offering support? “Businesses are moving decisively towards enabling
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07 a remote workforce,” notes Dr Wynn
Dr Wynn sees the company’s cus-
of a process [24]7.ai has over a dec-
tomers as partners – a vital alliance
ade experience in delivering. “We’re
when facing up to the enemies beyond
mindful of the pressures that puts on
the keyboard… “We’re in this cyberwar
bandwidth so we regularly commu-
together,” she pledges. “We’re not only
nicate with our customers to analyse
driving a positive customer experience
business continuity and how they are
but also working with privacy, compli-
able to move their workforce quickly
ance and security teams because we
and offer an instant response to their
need to be cybersecurity warriors
customers, even when faced with
together. It’s an ecosystem that needs
disaster scenarios like this pandemic.
to be protected. If anyone on our
It’s something we were well prepared
platform is being attacked we need
for and are able to make key deci-
to let each other know and act accord-
sions quickly to mitigate risk in moving
ingly to stay secure. That’s why when
agents to work from home.”
I look at key vendors it’s not just a box www . 24 7 . a i
[24]7.AI
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checking exercise; we’re investing in
messaging. “Proofpoint are able to help
good partnerships that protect ours
us with our top layer of security, to see
and our customers futures to better
where active threats are coming from
protect consumers at large worldwide.”
before those attempts start trickling down into our architecture,” explains
PARTNERING TO INNOVATE WITH PROOFPOINT, TANIUM & SUMO LOGIC CROWDSTRIKE
Dr Wynn. “It means we don’t have to
In its quest for cybersecurity innovation
board providing real-time dashboards
[24]7.ai partners with Proofpoint, tak-
for threat analysis of our firewalls.”
ing advantage of a raft of compliance
She applauds Proofpoint’s ability to
solutions to protect customers across
carry out deep dives that ensure
every channel from email, web and
a company is equipped to deal with
cloud to social media and mobile
constantly morphing phishing attacks
spend time training our personnel because we have their specialists on
and ransomware, dealing with issues
so many patches to go ahead and
effectively in real-time with a turn-
apply, they’re all important. But which
around time of less than 45 seconds.
one on what system do you patch
Gaining an overview of the cyber-
first? And then which server of that
security posture of a firewall and
system do you patch? First you have
enabling real-time filtering is vital for
to be able to know the risk that you’re
[24]7.ai. “You’re going to need patch
carrying on each server or each
management but it’s not the old
system; then you can know the order
school approach anymore,” says Dr
of precedence on that. That’s why we
Wynn. “I tell people when you have
work with companies like Tanium who
E X E C U T I V E P R O FILE :
Dr Rebecca Wynn
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Title: Global CISO & Chief Privacy Officer Industry: Computer Software
Location: Greater Phoenix Area
Dr Rebecca Wynn is lauded as a “game-changer who is ten steps ahead in developing and enforcing cybersecurity and privacy best practices and policies.” She is a “big picture” thinker who brings nearly 20 years of experience in Privacy, Compliance, Risk Management, Information Security, Assurance & Technology. She led the information security, privacy, and compliance pre-acquisition, acquisition and postacquisition of LearnVest, Inc. to Northwestern Mutual Life Insurance Company – a Fortune 100 company. She is well known for being a gifted polymath, having deep understanding of current cyber security challenges and privacy issues, and is always open to new opportunities. www . 24 7 . a i
Call-Center Automation Leader [24]7.ai Enlists Proofpoint for People-Centric Cybersecurity
If you’ve ever felt trapped in a telephone menu tree, a nonsensical exchange with a chatbot, or even a call with a human customer-support rep who won’t go off-script, [24]7.ai feels your pain. The 20-year-old Silicon Valley company is on a quest to make customer service easier and more enjoyable—a mission that has grown ever more urgent amid a major shift to digital commerce and remote work. “If you have clients who go to your website and they can’t find information very quickly and efficiently, they usually go away,” says Rebecca Wynn, [24]7.ai’s global CISO and chief privacy officer. “People don’t have any patience anymore with that.” Two critical aspects of [24]7.ai’s business are protecting its intellectual property and keeping clients’ information private. [24]7.ai’s customer base runs the gamut of industry sectors. Many of those—such as healthcare finance and government—are highly regulated. [24]7.ai must keep customer data out of the hands of cyber criminals and compliant with a growing myriad of regulations. “Cybersecurity plays a big, big role in what we do,” Wynn said. “We’re fighting a cyber war with people who are behind another keyboard and who are trying to harm us all.” In any war, you need allies. Wynn enlisted the help of Proofpoint, a cybersecurity vendor she calls a strong partner in her fight against cyber threats and compliance risks.
“Proofpoint allows me to sleep at night because of what they are doing for me.” Rebecca Wynn Global and CISO Chief Privacy Officer, [24]7.ai
Today’s threats target people, not technology. That’s why Proofpoint takes a unique peoplecentric approach to cybersecurity. It offers a complete portfolio of security and compliance solutions designed to protect today’s “people perimeter.” Proofpoint protects against a wide range of email and cloud threats. It helps customers control access to sensitive data and prevent data loss. And it trains users to be more resilient against the threats that target them. “One of the things that I look for is who can be a good partner with me,” she said. “We are in a cyber war and I need people who can be in that cyber war with me.” With Proofpoint, [24]7.ai can easily scale up its cyber defenses, using Proofpoint to augment its internal security team. Having a trusted partner such as Proofpoint helps [24]7.ai identify which cybersecurity functions it does not need to duplicate because Proofpoint already provides them.
Learn more For more information visit proofpoint.com
[24]7.AI
E N GAGEM EN T CLO U D
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[24]7.ai Engagement Cloud is the industry’s first integrated suite of conversational AI services designed to power both virtual and human agent interactions seamlessly across voice and digital channels. With Engagement Cloud, IT and CX leaders are able to rapidly diagnose customer intents and build, automate, monitor and optimise customer service and sales journeys. The intuitive, self-serve interfaces in Engagement Cloud empower both experts and non-technical users to make quick decisions. Powered by [24]7.ai’s AIVA conversational AI technology, informed by decades of contact centre operations excellence,
and combined with expert human insight, Engagement Cloud anticipates your customers’ needs to streamline resolutions and strengthen relationships. Engagement Cloud supports a consistent, branded customer experience while making every interaction more cost efficient and satisfying for customers and agents alike. Offering a single point of control for creating and managing human and bot interactions across digital and voice channels, its self-service tools can be used to set up intent selections and build conversational bots, business logic, conversation flows, user interfaces, and more.
“ Proofpoint are able to help us with our top layer The Total Economic Impac of security, to see where active threats are coming [24]7.ai Engagement Cl from before those attemptsOfstart trickling down Through customer interviews and data aggregation, Forrester concl into our architecture” [24]7.ai Engagement Cloud has the following three-year financial im — Dr Rebecca Wynn, Global CISO & Chief Privacy Officer, [24]7.ai
“Being able to consolidate our endpoint agents with an extensive SUMMARY OF BENEFITS Three-year risk-adjusted platform that grows and adapts to our
$22.3M company’s needs without complex-
ity has been great,” says Dr Wynn. are more than just a vendor, they’re
She explains that “having systems
a trusted partner thinking beyond the
$8.2M in place that use machine learning
security space into risk management,
$1.9Mbefore to ensure that breaches stop
compliance and privacy to help us win
they occur isLiveparamount is today’s Live phone agent chat agent Decomissioned
the cyberwar. Because, again, it’s not
productivity productivity legacy system fast-pace technology world. That
only the return on investment, it’s a
is especially true when you add on
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return on the efficiency of an investment that really counts.”
[24]7.AI ENGAGEMENT CLOUD BY THE NUMBERS
Completing a trio of trusted partners, CrowdStrike empowers
25% NPS score increase
world-class intelligence to [24]7.ai to provide a full picture of attacks and the context needed to pivot to a protective security posture. Described by Dr Wynn as a “next gen endpoint security on steroids”, it combines
42% IVR containment improvement
next gen anti-virus protection, endpoint detection and response (EDR), and proactive threat hunting in one platform.
50%+ live agent productivity increase
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This document is an abridged version of a case study commissione
[24]7.AI
fifth-generation (5G) mobile networks and how fast malware, botnet attacks, and other cyber-attacks can move through a network. “Without a EDR and threat hunting platform, it might take dozens of analysts to do those correlations, but CrowdStrike’s use of machine learning and real-time response capabilities speeds up investigations and remediations in our environment. It’s not just correlating the data, it’s about being able to correlate and stop an attack 14
as quickly as possible.”
FUTURE PROOFING CX Dr Wynn highlights a growing trend for businesses, particularly retail, moving online; something which has been accelerated by the global pandemic. “We’re supporting new customers as they develop communication channels to be able to manage this shift,” she says. “With our full web presence, we can manage their transition seamlessly. We’re also being approached by the education and healthcare sectors to help them meet the challenge of keeping their people connected.”
2000
Year founded
1.3bn
Self-service interactions/year
10,000 Number of employees
15
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[24]7.AI
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“ We’ve created a unified digital customer experience across channels from websites and tablets to social media and smartphones to suit the needs of businesses across sectors, from banking to retail” — Dr Rebecca Wynn, Global CISO & Chief Privacy Officer, [24]7.ai
Recognised as a leader in The Forrester New Wave: Digital-First Customer Service 2020, and working with a host of Fortune 500 companies, organisations across multiple sectors can trust [24]7.ai to deliver. Dr Wynn believes a global paradigm shift that has seen millions working remotely has offered an opportunity to move forward in a better way. “Businesses are looking
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at their physical footprint and asking
customer communications across a
if they need so much real estate, can
range of devices to securely manage
they find ways to be more efficient?
that change to a hybrid way of working
Startups have been operating via this
between office and home. We’re pio-
model for years, leasing space that
neers for strategic thinking with much
allows them to expand and contract.
more to come.”
A paradigm shift was already coming, and now it’s here companies like [24]7. ai, with our expertise through offerings like the Engagement Cloud, can support the global roll out of secure www . 24 7 . a i
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