ARTIFICIAL INTELLIGENCE TO TRANSFORM YOUR CUSTOMER SERVICE
EVA, Enreach Virtual Agent, is the AI that is revolutionising customer service by optimising all phases of customer interaction.
EVA AI helps you train agents, assist them during calls, follow up with customers, apply business intelligence to calls, proactively contact customers, and much more.
What kind of automation can you imagine for your contact centre?
With AI and Enreach, you can implement the automations you’re already considering and discover many more to transform customer service.
ENHANCE YOUR CONTACT CENTRE WITH ARTIFICIAL INTELLIGENCE
INCREASE THE SELF-SERVICE RATES
EVA is an additional agent in your contact centre that can handle specific customer interactions, freeing up agents for tasks that require a human touch.
REDUCE CALL TIMES
Artificial intelligence helps you reduce call times by acting at all stages: gathering information about the caller, understanding intent, managing it, helping the agent to be more effective, and even working after the call has ended.
HELP YOUR AGENTS SUPPORT YOUR CUSTOMERS
EVA trains your agents, provides them with information before they engage with the customer, and supports them during the call to ensure maximum agent and customer satisfaction.
MANAGE PEAK WORKLOADS
EVA is the agent that multiplies during specific or seasonal peaks, allowing you to handle it all.
AI helps you handle 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 for your contact centre, engaging with customers to address the reasons for their calls.
Users contacting your customer service centre can interact with EVA in voicebot format, either via a phone call or click-and-talk, and in chatbot version via platforms such as WhatsApp, webchat, email and SMS,among others.
In addition, you have control over the extent to which the AI resolves queries: from using pre-defined answers to generating its own answers based on available information sources.
With EVA, you can take customer self-service to the next level by implementing various 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 necessary information to handle enquiries and train them to understand customer needs faster and more effectively.
The 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
Artificial intelligence support for customer service begins with agent training, as EVA can be the best trainer for your team.
In addition to training EVA to assist customers, you can also train it to be the best support for agents.
EVA is always available, has all the knowledge you provide, and resolves agent queries instantly, without searching or delay, whether during a call or when training new recruits.
In this way, you can make EVA the perfect tool for your agents to access information and processes instantly and without delay.
MANAGE PEAK WORKLOADS WITH AI SUPPORT
Every customer service operation faces overwhelming moments when unforeseen events lead to a spike in calls, whether due to a special promotional campaign, an incident or seasonality.
During these peak times, customer service centres can rely on EVA to provide a higher level of support than usual, redirecting customers to chat or email channels, making intelligent callbacks without the user having to wait endlessly for assistance and, of course, providing 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.
WANT 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
- 9 languages
- Instant bi-directional translation
- Creativity levels
- 3rd party integrations
- Neuronal voices (very real)
- Drag and 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
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COMPANIES THAT BENEFIT FROM OUR AI
FREQUENTLY ASKED QUESTIONS ABOUT ARTIFICIAL INTELLIGENCE FOR CUSTOMER SERVICE
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.
Is there any kind of technical knowledge that is required to build a chatbot?
The EVA platform is very intuitive and allows you to build diagrams by dragging and dropping, without the need for technical knowledge, code or previous experience in artificial intelligence.
How do you train an artificial intelligence to give answers to your customers?
To train a conversational AI to respond to customers, you need to give it all the information it needs to help them, just as you would with a new agent. You can then perform training and monitoring tasks to make sure it gives the right answer.
