BACK TO THE SKIES WITH EVERIS EVA ENTERPRISE AI CONVERSATIONAL ASSISTANT PLATFORM 1
Ana’s calling from home
Arriving to the airport
The Air Travel Assistant Ready to listen Ready to do Shifting to digital & cost effective channels Ready to talk Listening to your customers and Reacting fast Increasing revenues of the airline, selling more.
40% potential reduction in the WHERE number of calls TO START? using voice CUSTOMER conversational CENTER AS assistants and COST CENTER deflection strategies to text assisted agents
SHARE OF CALLS & AUTOMATION POTENTIAL 4 MOST RELEVANT CASES IN NUMBER OF CALLS SUM THE 80% OF AIRLINES CONTACT CENTERS HAVE SUFFERED A HIGH PRESSURE ON THE SAVINGS POTENTIAL COMBINING EVA’S COGNITIVE THEIR OPERATION DUE TO THE INCREASE OF REQUESTS RELATED TO REFUNDS, SANITARY MEASURES, BORDER CONTROL INFORMATION, CALL CENTRE SOLUTION AND TEXT ASSISTANTS CLAIMS, ETC. THE USE OF AN AUTOMATED ASSISTANT HERE IS KEY FOR ASSUMING PEAKS OF DEMAND WITH A COST-EFFECTIVE TECHNOLOGY. PRE-COVID DURING-COVID 30% 30% 25% 25% 20% 20% 15% 15% 10% 10% 5% 5% 0% 0% Source: everis analysis from a sample of different airlines . % Automation potential % calls per use case
PASSENGER Employee RELATED related ▶ Check-in ▶ Flight status ▶ B2E - IT: Password reset and credentials VIRTUAL ▶ Booking ▶ Voluntary management, LAN/WAN AGENT changes incident management, ▶ Loyalty JOURNEY agent referral, ▶ Refund & passwor ▶ B2E: People Finder, Payroll DESIGNED voucher request d reset download, Frequently FOR Asked Questions ▶ Loyalty ▶ baggage DISRUPTION points calculation CASE IN ABC consultation CHANNELS ▶ Health & ▶ flight Security voucher measures redemption ▶ Disruption management (notification, flight alternatives, assistance)
what is eva?
USES ARTIFICIAL INTELLIGENCE TO CREATE THE BEST USER EXPERIENCE CREATES A PERSONALIZED MULTI-BOT VIRTUAL AGENT FOR PLATFORM BRAND YOUR BRAND, MULTI-LANGUAGE VOICE AUTOMATING WRITTEN OMNI-CHANNEL ENTERPRISE AND SPOKEN CONVERSATIONS PLATFORM THE ENTERPRISE PLATFORM TO CREATE AND MANAGE MULTIPLE VIRTUAL AGENTS
Credentials in several sectors and use cases More than 4 million REFERENCES users are interacting each month with our conversational assistants, 21 implementation projects in 9 countries, and growing…
omni- multi multi bot channel language platform solution CREATE AS CONNECT WITH CREATE BOTS MANY USERS IN SEVERAL BOTS AS YOU THROUGH LANGUAGES WANT. ANY CHANNEL ENGLISH, CHINESE, HINDI, SPANISH FRENCH, ARABIC, RUSSIAN, , PORTUGUESE, INDONESIA, GERMAN, EVA IS A REAL JAPANESE, BOT FACTORY TURKISH, KOREAN, ITALIAN, POLISH, UKRAINIAN, THAI, DUTCH, SWEDISH, DANISH, NORWEGIAN
eva everis dialog cognitive manager engine THE BEST CLEVER TOOL EVERIS FOR UX COGNITIVE WRITERS ENGINE • HIGHLY SCALABLE • CREATE CONVERSATION • EASY TO DEPLOY IN FLOWS GRAPHICALLY ANY CLOUD INFRASTRUCTURE • CREATE RICH ANSWERS BY USING • FULL MANAGEMENT TEMPLATES, FROM EVA COCKPIT BUTTONS, IMAGES, VIDEOS, CAROUSELS • CAN BE TRAINED SPECIFICALLY FOR THE CLIENT’S NEEDS
WHAT MAKES US SECURITY AND ENTERPRISE DIALOG DEPLOYMENT DIFFERENT? DATA PROTECTION GRADE MANAGER IS FREEDOM SOLUTION DIFFERENTIAL DATA MASKING OPEN NO CODE EVA ENCRYPTED SCALABLE DIALOG ONPREMISE COMMUNICATIONS OMNICHANNEL CREATION OR EVA MULTILANGUAGE CLOUD
Cutting-edge voice HOW DO WE WORK? enterprise platform Travel experts LISTEN PAX, REFINE AND INTEGRATION CREATE NEW CASES LEGACY SYSTEMS with 4 8 BRAND EVERIS 3 7 DEFINE OPERATE VOICE AIRLINES ENTERPRISE THE PLATFORM JOURNEY 1 5 2 6 IDENTIFY BUILD USE RESEARCH CASES DEPLOY
WE RECOM MEND BUILD RIGHT TALKING, NOT FROM MVPS ARCHITECTURE CODING. CONVERSATION AND RIGHT REDUCES THE TO VALUABLE PRODUCT COST OF INSIGHTS DEVELOPMENT
REDUCE UP TO 40% IN CALL CENTERS CALLS AMONG OTHER SAVINGS MORE THAN 20 YEARS OF EXPERTISE IN AIRLINES EVERIS EVA, CREATE JOURNEYS BRINGING SUMMARY CONTINUITY TO THE CUSTOMER EXPERIENCE IN SEVERAL CHANNELS EVA MEETS THE HIGHEST STANDARDS ON SECURITY REQUIREMENTS AND SCALES FAST IN MULTICOUNTRY AND MULTILANGUAGE SCENARIOS.
www.everis.com www.eva.bot/ THANK YOU FOR YOUR ATTENTION Sebastián Sanz Ernest Santiago Santamaría Head of Virtual Agents – America Head of Airlines CoE ssanzern@everis.com santiago.santamaria@everis.com 18
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