Astute Introduces Email Virtual Assistant, EVA, to Automate Customer Service Emails
Summary
Using natural language processing, EVA reads incoming messages, interprets the correct case coding from the text, and uses response history from human agents to craft the reply. Finally, the completed case and email response passes to a human agent to QA before sending, allowing them to refine and edit the text as they see fit. The potential return on investment for companies that deploy EVA is substantial, as the tool can process incoming emails and prepare them for agent QA in near-real time. Without automation, companies spend an average of $5 to $13 per email, so the dollar savings of using EVA is significant – all the while preserving high response quality and accuracy. The Astute suite makes it easy for companies to engage and delight individual customers across all channels, while gathering first-hand insight to improve the experience for everyone.