Emplifi’s AI-based Email Virtual Assistant (EVA) drastically reduces the time and cost associated with customer support, while Social Messenger capabilities provide convenience for consumers across multiple messaging apps.

Emplifi, the leading unified customer experience platform, today announced further innovations within its Service Cloud offering, with Email Virtual Assistant (EVA) and extended Social Messenger capabilities. Emplifi’s AI-based EVA drastically reduces the time and cost associated with customer support via email, while Social Messenger capabilities provide convenience for consumers across multiple messaging applications.

New capabilities include:

Emplifi EVA is an automated customer service tool that processes inbound emails, processes the customer request, and generates highly accurate responses. EVA drastically reduces the time and cost associated with customer email management and because EVA learns from how human customer service agents respond to customer issues, interactions retain a human feel. New capabilities within EVA include advanced, real-time analytics that can be accessed via the newly designed Emplifi Customer Portal. Users are able to configure and customize what data is extracted, collected and analyzed, making it possible to measure precise customer experience metrics.
In addition to Facebook Messenger for Business and Twitter Direct Message, Emplifi Service Cloud’s Social Messenger bots now also support WhatsApp and Google Business Messages. This added level of support significantly increases a customer service center’s ability to have conversations with customers and consumers on familiar messenger platforms with little to no IT involvement.

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