You provided essential feedback, and we listened! We’re very pleased to announce our latest Product Update “Athens”.
EBO utilises AI to develop Process Automation centred on customer conversations. Our technology is delivered via a highly customisable Virtual Agent.
New Reporting System
You can now extract any kind of information and data that’s captured by the Virtual Agent and export it to Excel or directly input it into your internal system (via an API endpoint). This new reporting system enables you to develop a holistic management information system that either, centres around your Virtual Agent or uses it as a feed into a multi-source environment. What’s more – you can now issue client-tailored reports on a regular, scheduled basis to specific email addresses.
This advanced reporting system includes enhanced conversation reports that show the time split between human agents and Virtual Agents and the number of abandoned chats. These reports can support organisations with their management and KPI reporting.
Thanks to this update, you can now transfer conversations from one human agent to another and send email alerts to agents when a conversation is to be transferred to them. We’ve also included the option to switch on audible alerts (pings) when a conversation is transferred from the Virtual Agent to the human agent. This sound alerts the human agent that a conversation has just been transferred to them and requires immediate attention.
Such improvements are continuing to improve EBO’s ease of use for agents and back-office staff alike, to make sure complex issues (which the Virtual Agent cannot resolve) can be handled easily by Human Agents.
Revolutionise your company with Product Update “Athens”
Each release of our Product reinforces our goals as a company, these are purely driven by our customers’ needs and feedback. We are driven to;
scale and boost your Company’s results,
improve overall customer satisfaction,
reduce customer calls,
decrease the customer care agent turnover rate and
gain data-driven insights that can be used to improve your products and services.
