Microsoft and 24/7 Inc. have partnered to combine data analytics at cloud scale (Big Data) and natural user interfaces (NUIs) into a new enterprise cloud platform for customer service for large businesses.

Microsoft has pioneered the use of NUIs, including gestures and speech, across a broad range of devices, and the broad adoption of NUIs by consumers has changed the way people interact with technology, companies and one another.

24/7 Inc., on the other hand,  is an innovator in harnessing the power of Big Data for customer service, using Internet-scale data and advanced analytics to help businesses predict customer preferences and deliver proactive, efficient and intuitive consumer experiences.

Under the agreement, Microsoft will be merging its interactive self-service assets (clients, people and technologies) into the solutions offered by 24/7 Inc.
It also includes an R&D partnership, long-term IP licensing and Microsoft taking an equity stake in 24/7 Inc.

The combined Predictive Experience (PX) platform will manage more than 2.5 billion speech and online self-service interactions annually, enabling large businesses to derive and apply insight and intelligence across these customer service interactions and delivery channels. 

“From speech to touch to gestures, consumers expect and demand more natural and intuitive ways to interact with technology. This same demand will change how consumers interact with businesses, and it creates an inflection point for how people will expect businesses to provide customer service,” said Zig Serafin, general manager, Online Services Division at Microsoft.

Meanwhile, PV Kannan, CEO of 24/7 Inc., said the ability to exceed customer service expectations through Big Data analytics across all service channels offers unique value for businesses.