Astute’s Email Virtual Assistant (EVA) honored for innovation in artificial intelligence
Astute, Inc. (“Astute”), a leading customer engagement and Voice of the Customer (“VoC”) platform,announced today that its Email Virtual Assistant (EVA) was named a winner in the Business Intelligence Group’s Artificial Intelligence Excellence Awards program.
EVA is an automated customer service tool that processes inbound emails and writes highly accurate responses, drastically reducing the time and cost associated with customer email management. EVA resolves customer issues accurately and quickly by delivering real, personal, and automated resolutions to customers. EVA’s Robotic Process Automation (RPA) enables enterprises to super-charge their automation efforts and increase their efficiency with very little setup.
Using natural language processing, EVA interprets incoming messages, determines the correct case coding from what the customer wrote, and uses the history of what human agents have done to generate a response. The tool also suggests the amount and type of goodwill to be sent, including replacement products, coupons, or gift cards. Lastly, the completed case and email response is presented to a human agent to QA before sending.
“We’re honored to receive this award for EVA,” said Alex George, Chief Product Officer, Astute. “EVA helps organizations resolve customer issues more quickly and accurately, improving the customer and agent experience. We’re committed to reshaping the way companies think about automation to improve the customer experience using solutions like EVA.”
EVA can reduce the time it takes to respond to customer emails by as much as 5X, significantly improving cost per contact and average handle time KPIs while equipping contact centers to scale to handle volume spikes more easily. Faster response times also increase customer satisfaction.
“We are so proud to name Astute as a winner in our inaugural Artificial Intelligence Excellence Awards program,” said Maria Jimenez, chief nominations officer for Business Intelligence Group. “It was clear to our judges that the Email Virtual Assistant uses AI to improve the lives of their customers and employees. Congratulations to the entire team!”