INTRODUCING THE EVOLUTION VIRTUAL AGENT

BENEFITS OF EVA
  • Wait Times Reduced
  • Abandoned Calls Reduced
  • Guest calls dealt with more efficiently
  • Cost Saving
  • Staff Utilisation Efficiencies
  • Customer can create their own EVA
  • Guest query analytics
  • Increased call handling capacity
  • Enhanced Guest Experience

Watch our short video which explains the benefits of EVOLUTION Virtual Agent

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CASE STUDY – LONDON MARRIOTT HEATHROW

The following report summarizes the data collected after the installation of the new EVA system at the London Marriott Heathrow. The statistics show that nearly 40% of the inbound calls were handled by the Automated ‘Virtual Agents’ within the EVA, these are guests that were able to get the information they required through the automated system and not speak to agent/receptionist.

The reduction in calls to the reception team has driven down both the average wait time and missed call volume by nearly 50%.

Before EVA InstallationAfter EVA Installation
711 abandoned calls511 abandoned calls (28% decrease)
2:00 minute maximum wait time1:05 minute maximum wait time (46% decrease)
Average wait time of 20 secondsAverage wait time of 12 seconds (40% decrease)

The EVA at this hotel is now in production and the hotel chain is considering installing it in a centralized fashion to cover multiple brands at its many locations in the greater London area.

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