Emplifi, the leading unified customer experience platform, 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.

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“Consumers expect speed and convenience when they interact with a business, and want to interact with where and when they want. That means care agents need smart tools to enable them to serve customers efficiently and swiftly across platforms”

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.

“Consumer research reveals that brands should respond to customer emails within one hour,” said Jeff Toister, President, Toister Performance Solutions. “Yet, contact center data shows that 62% of companies fail to respond at all, and when they do reply, the message is often delayed or fails to answer the customer’s question. Technology like EVA enables businesses to respond quickly and accurately at scale, so customer care agents can focus on more meaningful, satisfying communications with customers.”

“Consumers expect speed and convenience when they interact with a business, and want to interact with where and when they want. That means care agents need smart tools to enable them to serve customers efficiently and swiftly across platforms,” said Alex George, CPO, Emplifi. “With these extended Service Cloud capabilities, Emplifi is providing businesses with the tools they need to better serve their customers, while saving them time and money by automating and streamlining customer engagements across today’s key channels, email and social messaging.”

Emplifi’s Service Cloud platform enables businesses to empower their contact center with automated solutions that elevate customer experiences across the customer journey.

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