[24]7 Assist is a predictive customer assistance solution that uses big data and machine learning to improve chat interactions. It analyzes customer data to better target customers, provides agents contextual information to simplify issues, and uses rich media to guide customers through complex tasks. Early clients saw up to 3.5x higher conversion rates and doubling of average order values. A case study shows how a customer frustrated by a high phone bill could have their issue resolved in 8 minutes through an intuitive experience powered by predictive targeting and recommendation.

1. White Paper
[24]7 Assist: Chat, Made Smarter
How Big Data can make chat interactions
intelligent, intuitive, and effective

2. Page 2
Executive Summary
Your customers deserve better.
Your website has become the first port of call
for customers or prospects looking to buy,
research a product, or seek support.
Customers love to self-serve, but they still
want the option to interact with a real person
as a fallback for when self-service does not
help them achieve their goals.
[24]7 Assist is the first predictive, real-time
customer assistance solution for chat. It
enables companies to apply cross-channel
intelligence to anticipate customer intent and
engage with them effectively. And it does this
at the right time, in the best possible mode,
and using the right agent  to simplify and
resolve consumer issues quickly and
effectively.
Consumer expectations for a positive service
experience are now at an all-time high. But
unfortunately, traditional chat software
solutions are unable to deliver the intuitive
and effective customer experience that
today’s consumers have come to expect.
Traditional chat programs were designed to
provide a “transaction pipe” between the
consumer and an agent. This “pipe” is used
to relay snippets of plain text (or, in some
cases, files) in either direction, to support an
interactive conversation between the two
parties. Stored information is typically siloed,
conversations have to be painstakingly typed
out, and customer context is never carried
over to the next transaction.
Most companies are still running on this
outdated “pipes” model, piggybacking on firstgeneration contact center solutions that
evolved in the 1990s to enable transactional
chat. These unintelligent solutions are now
relics of the past: leaky buckets that do a
poor job at targeting the right prospects, and
deliver inefficient and frustrating experiences
to customers. The result: lost revenues, poor
user experience, and low customer
satisfaction (CSAT) or net promoter scores
(NPS).
As customers become more sophisticated
and are willing to engage in more complex
transactions online and via chat, they expect
the intelligence of both the interaction and the
chat agent to scale upwards as well. The
need for a more intuitive, predictive real-time
customer service chat solution has now
reached a critical point for today’s
enterprises. Your customers still want fast
and reliable assistance  but they want it on
their terms, not yours.
Scenario: When Chat Fails
Let’s start by briefly walking through a
hypothetical chat experience to examine what
consumers encounter when they engage with
a chat agent using an outmoded, traditional
chat platform application.
Meet Bob. He received his cellphone bill by
email this morning, and is shocked to find the
amount is much higher than expected.
Concerned, he tries to find answers online by
searching his provider’s customer service
website. But even after logging in and
spending 10 minutes clicking through a series
of pages, entering personal information, and
indicating the type of assistance he needs, he
still can’t find answers to his questions.
Bob then clicks on the button to chat with a
live agent and waits to connect to the next
available representative. Several minutes
later, an agent joins the chat and asks who
he is and what he wants. Bob has to start
from scratch by typing all of his personal
details and describing his issues once again.
The experience degrades further when he
attempts a slightly more complex activity,
such as changing his rate plan. The chat
agent presents him with a series of
complicated choices that are difficult to
understand over a plain-text chat interaction.
After several minutes of chatting with the
agent, Bob gives up and terminates the chat
session, deciding to call customer service
directly or simply give up in frustration.
Unfortunately, Bob’s scenario is far too
common today. Enterprises that are still
relying on outdated chat platforms are unable

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to effectively leverage all of their stored data
intelligently or apply prediction models and
analytics to that information to make
customer journeys easier, simplify chat
interactions, and make their agents smarter.
The impact on customer experience,
considered at scale across many customers,
can be very detrimental for an organization. A
bad customer chat experience will nearly
always result in a missed sale or a significant
decrease in customer satisfaction.
[24]7 Assist Adds
Intelligence to Chat
[24]7 Assist, the industry’s first smart chat
platform, empowers agents with predictive
models, intelligence, and rich content to
make customer conversations simpler and
more effective. It provides the ability to
leverage all of the enterprise’s relevant
customer data, with real-time information on
the customer’s journey, to make service
interactions simpler, more intuitive, and to
drive better assistance outcomes.
improvements in the metrics that matter for
your business.
Intuitive customer service and sales
experiences: [24]7 Assist moves you from
static, siloed, text-only interactions with your
customers to adaptive, personalized, and rich
multimedia assistance. Chat invitations are
much more relevant to the customer's context
and intent, resulting in significantly higher
acceptance rates.
Agents can interact with chatting customers
more effectively by concurrently using rich
media, such as videos, maps, forms, and
web-based apps to supplement text-based
chat. These forms of rich media help
customers easily perform a variety of
complex tasks, such as comparing products
or reviewing bills and charges, processes that
would be frustrating to perform over plain
text.
The use of rich media improves task
completion rates and makes things much
simpler for your customers, which they’ll love.
Agents can now act as a concierge for your
customers, guiding them flexibly through
complex journeys and simplifying tasks.
Better targeting: Today, most chat software
uses rules to target customers. A rule is a
static conditional statement that coarsely
segments visitors based on simplistic, onesize-fits-all characteristics (e.g., time spent on
a page). To rules-based software, most
customers look the same, and therefore get
the same treatment.
More effective customer service and sales
agents: [24]7 Assist provides a unified
workspace that gives agents a
comprehensive view of all relevant customer
information, including past and current
interaction data and suggested solutions to a
wide array of customer problems.
But [24]7 Assist knows that they are
absolutely not the same. [24]7 Assist uses
advanced, adaptive statistical models to
predict which customers to target for assisted
service, when and how to engage with them,
and what to recommend – in real-time. It
provides the dynamic ability to predict and
guide outcomes that traditional, static rulesbased systems simply cannot deliver.
Designed with the help of agents, [24]7 Assist
optimizes workflows based on many manyears of operational experience. Real-time
tools and advanced reporting create smarter
teams and better agent performance
management. Powered by Big Data, these
tools enable agents to become more
collaborative, productive, and outcomefocused.
[24]7 Assist then mines the results of 100%
of your customer interactions to make the
service smarter over time. It uses machine
learning algorithms to recognize complex
patterns in data and dynamically refine
predictive models, resulting in step function
Breakthrough, measurable business
results: [24]7 Assist drives real outcomes for
your customers and transformational
business results for your company, including
higher sales revenues, more satisfied
customers, and consistently higher NPS.

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Early client results show up to 3.5x higher
conversion rates compared to existing rulesbased software, up to 4.5x increases in
revenue per visitor, and a doubling of
average order values for hot leads engaged
through chat. Since [24]7 Assist can
differentiate between customers who are
likely to buy without assistance and those
who need help, there is no cannibalization of
self- serve revenues.
[24]7 Assist customers are achieving these
result metrics quickly  often within just a
matter of weeks or months.
Back to Bob
Let’s take a moment to revisit Bob, the
unhappy telecom customer we met earlier to
see how his experience would be different
with [24]7 Assist.
Bob received his phone bill on his tablet this
morning and is concerned because this
month’s charges are much higher than usual.
He logs on to his carrier’s website and [24]7
Assist anticipates why he is there.
When the invitation appears asking him
specifically if he wants to chat about his most
recent bill, Bob selects it. The chat agent
already knows who he is, what he’s trying to
do, and has immediate access to his billing
information and trends. The agent is able to
quickly review the relevant details of Bob’s
bill and help him understand why it was
higher last month.
The chat agent notices immediately that Bob
made a large number of calls to Italy this
month and knows what to recommend. He
suggests three alternative international plans
based on Bob’s recent billing history.
The agent then pushes the information on the
different plans to Bob’s iPad through a rich
interactive web app that slides out of the chat
widget itself. This makes it easy for Bob to
select, compare, and understand the different
plans.
[24]7 Assist has converted what would have
been a lengthy and frustrating text
interaction, into an intuitive, eight-minute
process that culminated in a purchase and a
high degree of customer satisfaction. [24]7
Assist has made the interaction simple and
intelligent for Bob  as well as for the telecom
chat agent.
With [24]7 Assist, everyone wins.
Summary
[24]7 Assist is the new face of assistance. The solution helps enterprises transform the customer
care role in their organizations from simply “transaction management” to “curator of great customer
experiences” – measuring and impacting the right drivers of amazing assisted chat interactions.
For more information on how you can transform your online chat services and achieve
breakthrough agent performance, contact your nearest [24]7 sales office, or visit us on the web at
www.247-inc.com.
About [24]7
[24]7, the intuitive consumer experience company, provides software and services that make it
simple for consumers to connect with companies to get things done. [24]7 has one of the largest
cloud-based, self-service network in the world, managing more than 2.5 billion interactions
annually. [24]7’s software helps companies anticipate what consumers want, simplify interactions,
and learn from those interactions so that future experiences get better all the time. [24]7 is based in
Campbell, California.
USA Sales Office: 910 E. Hamilton Ave Campbell, CA 95008-0610
Global Delivery Centers: Philippines, India and Central America
Contact: Phone: +1.650.385.2247 | Email: queries@247-inc.com
©2013. 24/7 Customer, Inc. All rights reserved.
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