EVA

ERC IS PROUD TO INTRODUCE YOU TO EVA

EVA is a virtual agent that can speak and understand consumers in complete sentences. EVA specializes in inbound call handling and will assist in dealing with wrong numbers, wrong parties, specialty accounts, and more.

She will provide ERC with 24/7 inbound call servicing capabilities, benefiting those who cannot reach us during normal business hours. EVA transfers calls to a live agent, and lets agents know what happened prior to the transfer.

EVA combines the latest artificial intelligence technologies to provide a tremendous benefit to ERC’s business by allowing live ERC Agents to focus more on complex situations and generate more revenue.

Value

Compliance

Automation ensures call adherence and verbatim scripting requirements. EVA can assist even the most argumentative callers, without the worry of escalation in tone, language, etc. as she's programmed to respond with certain.

Business Efficiency

EVA will handle calls that can be easily resolved by a caller with limited system interaction while allowing those that are more complex to route to an agent as necessary.

Customer Satisfaction

EVA is able to handle calls simultaneously, eliminating hold times during high-volume inbound call spikes. Callers who want or need to speak with a live agent are still given that option.

Technology

Natural Language Understanding (NLU)

EVA utilizes NLU cognition to understand consumers' statements and provide effective responses to move the call forward.

Reinforcement Learning

EVA is continually taught by intent Agents who listen to small snippets of the call to determine the next route for the call when EVA is not fully confident in the route the call should take. This allows for continual human input, to reinforce EVA's decisions and allow her to make the decision herself on the next call.

Machine Learning

As EVA continues to be taught, she also learns patterns and context of caller's language and can utilize similar meaning phrases to put together what a consumer is trying to accomplish, without the need for additional input from the Consumer, or an intent Agent.

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