[24]7.ai: Manifesting Success through its People!

[24]7.ai is a leading service provider in the industry that uses HI and AI to provide a customized and exceptional experience to its clientele. Every year, the world’s largest and most well-known companies use [24]7.ai and its intent-driven technology that serves more than a hundred million customers through numerous automated interactions.  

[24]7.ai takes pride in its people-first culture. It nurtures its employees into leaders who eventually lead the organization towards success. 85% of the leaders operating at different levels in the organization started at an agent level. [24]7.ai believes that if its people have the opportunity to grow and believe in the collective vision of the organization, their focus on the goals will enhance client satisfaction while enabling them to achieve their full potential.  

With an advanced conversational AI platform that predicts consumer intent to create frictionless interactions and a vast database born out of the extensive contact center experience, [24]7.ai can create natural and consistent dialogues across all digital and voice channels, resulting in increased operational efficiencies.  

Meet Nina Nair: 

Nina Nair is the Senior Vice President and Head of Human Resources Development (India & Americas) at [24]7.ai. She anchors for the service side of the business: human resources (HR) and learning and organizational development (L&OD) in India & Americas. Nina believes that people who make the organization need an enthusiastic, energetic, and happy workplace to showcase their full strength. She believes that the values of an organization are not just tenets to know but to live. 

She believes that providing people with the opportunity and freedom to express themselves honestly does not only help them grow but also allows their sense of self to be enhanced. For her, diversity is not just about gender but about thought, space, beliefs, and speech. We will achieve diversity when an organization’s inclusion makes it a Great Place to Work.
A teacher for 16 years before entering the corporate sector, she brings that knowledge of engaging with millennials into the organization. 
Nina formerly worked as the Chief People Officer at the Indian Institute for Human Settlements, a strong think tank on climate change, public policy, and social environment, before joining [24]7.ai.  

Nina has spearheaded the implementation of various internal programs to make [24]7.ai a friendly, caring, and safe workplace. She is passionate about the mental wellbeing of all employees and works to de-stigmatize mental health concerns within the organization through her insights and consistent efforts. Nina has helped initiate several campaigns to encourage a more supportive environment for the LGBTQ+ community at [24]7.ai to enable awareness and encourage equality. She promotes healthy dialogue on social and human issues. 

A Place of Growth 

[24]7.ai is in the top three service providers for all of its clients. Several of its client associations span decades. Clients value the organization’s culture, people, knowledge, and dedication to best-in-class results. In terms of mining large data sets for insights and staying ahead of the curve, it empowers some of the world’s most notable brands by deploying a sophisticated conversational AI platform to enable natural, seamless conversations across all digital and voice channels. 

[24]7.ai adheres to a ‘People First’ approach that prioritizes employee learning, satisfaction, and progress. The organization believes that happy employees open the door to customer happiness, consequently fueling business growth. 

Under Nina’s leadership, many award-winning programs have been initiated successfully.  

Young Mentors: It’s an aspirational league of young, high-potential millennials who will act as reverse mentors to senior executives on strategic initiatives and projects.  

Womenable: This is a one-of-a-kind program that aims to develop a pipeline of future women leaders at the mid-management level for the organization and an effort that generates a formidable pool of developing women talent and leaders for the company year after year. Leaders suggest women for this program based on their accomplishments and potential. Leaders continue to coach them in professional growth, self-awareness, workplace dynamics, and personal enhancement.  

Leaders Teach Leaders: This is an internal TED show. It is a platform where Leaders conduct inspiring sessions on diverse topics like leadership, marketing, branding, trust, decision making, and motivation, to name a few. 

Creating a more Flexible and Rewarding Work Culture 

[24]7.ai is investing in cloud technologies to make its platform available globally. The operational services are also being transferred to the cloud to provide the same level of accessibility. The group believes that WFH is now more WFA – Work from Anywhere. A WFA strategy places great responsibility on its colleagues, supervisors, and management. The organization is entering a new era of information security and compliance procedures. Both their implementation and utilization are evolving. Based on client feedback on its recent reactions and efforts, the management is aware that it is employing industry-leading procedures to make the company’s services dependable, consistent, and safe for its staff and its clients and their consumers. Nina shares, “Along with technology and tools, our methods and processes also need to adapt to deliver successfully on WFA. So, we are making strategic investments to enhance skill and behavior development across the entire organization.” She adds, “We aim to create a more flexible and rewarding work culture where every employee gets to excel in productivity and performance while also retaining their mental, physical, and social balance.”  

Services offered by [24]7.ai 

[24]7.ai customer engagement solutions use conversational artificial intelligence to understand customer intent, allowing businesses to create personalized, predictive, and effortless customer experiences across all channels, attracting and retaining customers, increasing agent productivity and satisfaction, and driving revenues while lowering costs. 

[24]7.ai agent services combine top-rated agents, industry-leading AI technology, and operational expertise to drive CX transformation. Clients’ can take advantage of [24] 7.ai’s business process outsourcing (BPO) solutions with agents highly skilled in chat, messaging, voice, and email interactions.  

[24]7.ai Engagement Cloud empowers businesses to create, manage, and deploy the leading conversational AI applications on a single platform. It transforms customer services by empowering self-service automation and allowing customers to get what they want quickly. These solutions improve brand NPS and customer satisfaction CSAT through the perfect mix of automation and live assistance agents.  

Vision for Future 

[24]7.ai has set as its goal the promise to deliver best-in-class performance and productivity results for the company’s clients. Nina states, “Our clients see us as valued partners because of our innate understanding of their business needs and our ability to provide top-quality services and customer experience for their customers.” The organization’s mission is to offer a personalized, predictive, and effortless customer experience.  

Nina believes the power of teamwork makes the organization a potent force. She adds, “Our vision, mission, and values create our unique identity.”  

According to Nina, at [24]7.ai, the team strives to develop a “Constituency of One,” which implies that all levels and positions fully grasp the vision, are aligned with it, and have clear action plans in place to accomplish it. The business hopes to make it easier to adapt to tech-enhanced interactions and AI-enabled customer care so that more industries benefit from these offerings.