Evolution Virtual Agent

EVA (Evolution Virtual Agent)  is reducing calls to hotel agents by over 50%, helping improve the services offered to guests whilst reducing costs

Why EVA?

Evolution Virtual Agent is changing the way Hotels deal with regular guest enquiries, reducing calls to agents by over half as well as dealing with guest queries much quicker.

Recent studies show that adding an EVA agent to answer internal calls that would normally route to AYS, will reduce the number of calls by up to 50% with the EVA answering questions related to:

  • Breakfast times
  • Check out times
  • Weather
  • Room Service
  • Restaurant queries
  • Bus/Airport Transfers
  • Directions to airport

Utilising an EVA will reduce wait times and abandoned calls, therefore, providing your customers with a superior service

The EVA can also answer external calls and replace any existing auto attendant that may be in place. Calls can be answered and routed in the usual way, further reducing the workload on agents.

Benefits of EVA

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

Case Study

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 Installation After EVA Installation
711 abandoned calls 511 abandoned calls (28% decrease)
2:00 minute maximum wait time 1:05 minute maximum wait time (46% decrease)
Average wait time of 20 seconds Average 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.

EVA Highlights

Features include:

  • 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

Let us help you

Thinking about installing an EVA  but not sure what the options are?

Get sound advice from a company that specialises in hospitality communications – talk to Fourteen IP.

Get in Touch

For more information about EVA CALL US click the box to send us an email or complete the form below and we will be in touch and delighted to help.