2024 AWARD: BEST AUTOMATION & ROBOTICS PROJECT
Awarded by Platinum Customer Experience Awards
AI FOR CUSTOMER SERVICE
Speaks in all languages and handles calls, chats, WhatsApps, SMS, emails and social media – it does it all:
✔ Automatic scheduling of appointments.
✔ Automatic support with voicebots and chatbots.
✔ Sentiment analysis.
✔ Automatic tipping.
✔ Summary of conversations: type of contact, reason and briefing.
✔ CRM automation.
IMPROVE YOUR CONTACT CENTRE WITH AI
INCREASE SELF-SERVICE RATES
EVA is another agent in your contact centre that can handle certain customer interactions, freeing agents for tasks where human presence is essential.
REDUCE CALL DURATION
Artificial intelligence helps reduce call times by acting throughout the process: gathering caller information, understanding intent, managing interactions, helping agents be more effective, and even working after the call has ended.
EMPOWER YOUR AGENTS TO HELP YOUR CUSTOMERS
EVA trains your agents, provides them with information before they engage with customers, and supports them during conversations to achieve maximum agent and customer satisfaction.
SUPPORT PEAK WORKLOADS
EVA scales to meet peak or seasonal workloads, ensuring you can reach everyone effectively.
AI helps you serve all your customers when your contact centre is overwhelmed.
AI AS A CUSTOMER SERVICE AGENT
EVA (Enreach Virtual Agent) acts as a customer service agent in your contact centre to communicate with customers and resolve their reasons for calling.
Users contacting your contact centre can interact with EVA as a voicebot during phone calls or click&talk sessions, and as a chatbot via WhatsApp, webchat, email and SMS, among other channels.
What’s more, you decide to what extent AI should be used to answer queries: from using pre-defined answers to generating its own based on its information sources.
With EVA, you can take customer self-service to the next level and set different filters to ensure that customers speak to a human agent when necessary, while getting the information they need directly from the AI when it is more efficient.
Integrate our bots into your system to gather the information needed to handle enquiries and train them to understand your customers’ needs faster and more accurately.
AI assesses customer intent and automatically delivers the expected response 24/7.
EVA, THE AI THAT TALKS TO YOUR CUSTOMERS THROUGH EVERY CHANNEL
FIND OUT WHAT AI CAN DO FOR YOUR BUSINESS
INCREASE THE SELF-SERVICE RATES AND IMPROVE YOUR AGENT EXPERIENCE
There are many repetitive tasks that agents get tired of, and these can be seamlessly handled by artificial intelligence, making agents happier and getting information to customers faster.
Thanks to EVA’s limitless ability to integrate with other systems (CRM, ERP, etc.), it can handle information requests and also act as an agent would, making pre-defined changes in other tools based on customer requests.
Self-service can be facilitated for simple tasks such as checking the status of an order, available credit, past consumption, reporting gas meter readings, or even changing the delivery address of an order, activating roaming for a mobile line, or rescheduling a train ticket.
REDUCE CALL TIMES WITH ARTIFICIAL INTELLIGENCE
In addition to assisting customers, EVA performs various functions within the call centre to improve timesacross the board.
Artificial intelligence helps to reduce the time the customer has to wait before speaking to someone , helps the agent to be more effective during the call, and also helps to classify the call more quickly once it has been completed.
Can you think of other actions that EVA can take to improve times? Talk to us; our AI can do it all.
HELP YOUR AGENTS SUPPORT YOUR CUSTOMERS
Virtual agents are also used to provide support to agents during conversations by generating suggested responses or providing data that facilitates query resolution.
EVA AI is always available, equipped with all the knowledge you provide, and instantly resolves agents’ questions without the need for searches or delays, whether during a call or in the training program for new hires.
Make EVA the perfect assistant for agents to access information and processes they need instantly and without delays.
MANAGE PEAK WORKLOADS WITH AI SUPPORT
Any customer service department can be overwhelmed during peak periods, when unexpected events such as a special promotion, an incident or seasonal spikes lead to a surge in calls.
In these situations, customer service centres can rely on EVA to help customers at a higher level than usual. EVA can redirect them to chat or email channels, initiate intelligent callbacks without keeping them on hold indefinitely and, of course, provide self-service options.
ANALYSIS AT THE HIGHEST LEVEL
How many people call for a specific reason? How do they enquire? How satisfied are they after contacting your customer service?
All this and more is easily known with EVA, which provides detailed information for each interaction. This allows you to understand how your contact centre works and make informed decisions to improve your customer service.
ARTIFICIAL INTELLIGENCE IN YOUR SYSTEM
Artificial intelligence plays a vital role in customer service by providing information to answer user queries. But it goes much further when it is connected to your tools, providing specific information about an order in progress, an account or making requested changes without the need for manual intervention.
Contact us to learn more about the myriad of possible integrations with EVA.
EAGER TO KNOW MORE? CALL NOW AT +34 900 670 750
2023 EUROPEAN CONVERSATIONAL ARTIFICIAL INTELLIGENCE ENABLING TECHNOLOGY LEADERSHIP AWARD
“Enreach’s conversational AI platform successfully handles complexity and scalability, ultimately proving far more capable of delivering satisfying end-customer outcomes than other competing platforms.”
EVA’S MAIN FEATURES
- Chatbot
- Voice bot
- Multilingual
- Instant bi-directional translation
- Creativity levels
- 3rd party integrations
- Neuronal voices (very real)
- Drag&drop diagrams
- Text feeding
- Send information via email, Whatsapp or SMS
- Call forwarding by agent or group
- Analytics
- Real-time transcription
- Implemented in all types of environments
- Quality Monitoring
- Sentiment Analysis
- Booking appointments
- Automatic tipping
BOOK A DEMO OF THE ARTIFICIAL INTELLIGENCE
COMPANIES THAT BENEFIT FROM OUR AI
ARTIFICIAL INTELLIGENCE FOR CUSTOMER SERVICE FAQs
What is artificial intelligence used for in customer service?
Artificial intelligence in customer service can be deployed as a customer’s first point of contact with your organisation, handling simple or repetitive queries such as checking the status of an order, understanding return policies, checking the status of an incident, and other common requests. They can also be trained to handle more complex queries by reviewing customer-specific data.
Another common use is call filtering, where artificial intelligence can resolve customer queries more quickly by intelligently routing calls to the appropriate person or department based on the intent of the call.
What is a customer service chatbot?
A chatbot is a conversational artificial intelligence that communicates with people through chat using natural language. Depending on its configuration and training, it can be difficult to tell whether you are talking to an AI or a human.
In customer service, chatbots are used in channels such as webchat and WhatsApp. They can help customers with common or more complex queries, depending on how they are trained.
What is a customer service voice bot?
A voicebot is a conversational artificial intelligence that interacts with people using voice and natural language. The AI is able to understand what people are saying and their intent, and responds in a voice just as a person would.
In customer service, voicebots are used to handle phone calls and answer customer queries or direct them to the most appropriate department or person based on the customer’s request.
What is conversational AI?
Conversational AI is a type of artificial intelligence that enables machines to understand human language and engage in conversations with people.
Whether through a chatbot or voicebot, conversational AI processes natural language and, combined with machine learning, interprets user requests and provides answers.
Who is EVA?
EVA, or Enreach Virtual Agent, is the artificial intelligence developed by Enreach that specialises in customer service and business environments.
EVA is a conversational AI with chatbot and voicebot capabilities. It integrates with a variety of tools to perform tasks beyond customer interactions in a contact centre.
In this way, EVA is the artificial intelligence solution that companies can use for various purposes, ranging from customer service to automating internal processes, training agents, acting as an information source, and much more.
What is the cost of using AI in a contact centre?
The cost depends on the complexity of the tasks you want the AI to perform.
Are technical skills required to build a chatbot?
The EVA platform is highly intuitive, allowing you to drag&drop charts without the need for technical knowledge, code or previous experience of artificial intelligence.
How do you train an AI to respond to customers?
To train a conversational AI to respond effectively to customers, you need to provide it with all the information it needs to help them, just as you’d do with a new agent. Then you have to train and monitor it to make sure it gives the right answer.
