EVA - Unlocking expertise, any-time, anywhere, instantly Qorus Innovation in Insurance Awards 2019 - Winner

EVA or Email Virtual Assistant is an innovative solution that will be the inevitable “companion” of every employee in customer support processes. Nowadays, these processes suffer from a complex structure (e.g. a mishmash of various mailboxes to submit your question.) and it is very time-consuming to find “on the spot” the relevant part of information you need within the “information overload” to give a complete and correct answer. In its core EVA is driven by two artificial intelligence-powered components: - smart routing: recognize the topic of an incoming question and route it automatically to the right department or person - intelligence augmentation: supports the customer support employee by providing relevant suggestions of historical answers and supporting documentation With these two components EVA enables to increase the productivity of customer support employees and valorizes knowledge work. As a consequence one can focus on the real value added tasks which increases the job satisfaction