ECCENTEX VIRTUAL AGENT (EVA)
Ready to automate complex conversations from day one?
Conversational and agentic AI connected to real work
ECCENTEX VIRTUAL AGENT
See conversational intelligence in action.
Watch the 3-minute EVA overview, then explore a live demonstration environment built with representative sample use cases.
- ?Every Conversation.
EVA answers complex questions, creates cases, schedules appointments, collects documents, sends notifications, shares information, and follows up by text or email when needed.
- ?Understand the Whole Conversation
Use conversation history, customer context, connected knowledge, and operational data to respond with relevance across voice and chat.
- ?Act With Human Accountability
Combine business rules, AI insights, analytics, and human judgment to recommend next actions and deliver consistent, compliant outcomes.
- TYPICAL EVA INTERACTIONS
- Customer questions and service recovery
- Claims, benefits, and pension inquiries
- Law-enforcement and public-safety
- Citizen and community service requests
- Lead qualification and onboarding
- Safety and compliance guidance
- Appointment scheduling and reminders
- Document collection and status updates
- Product support and human escalation
- and more...
- WHO BENEFITS
- Customer service teams
- Claims and insurance operations
- Pension and benefits administrators
- Government and public-sector agencies
- Financial services teams
- Safety and compliance teams
- Contact center supervisors
- Employees and knowledge workers
- Sales and lead-development teams
- and many others…
- CONNECTS WITH
- CRM and customer portals
- Knowledge bases and file stores
- Web, WebRTC, mobile, and SMS
- Genesys Cloud CX and SIP trunks
- Email, Instagram, and Telegram
- Calendly and Google Calendar
- Eccentex HyperAutomation Cloud
- Google Maps and industry tools
- Open APIs and custom integrations
- and legacy partner ecosystems too...
- BUSINESS IMPACT
- Zero-day deployment potential
- 24/7 conversational availability
- Faster, more consistent responses
- Improved CX and CSAT
- Lower operational costs
- More productive human teams
- Higher-quality lead capture
- Recorded and reportable interactions
- Continuous knowledge improvement
- with context across every channel…
Ready to put EVA to work on your highest-volume conversations?
Why EVA
Deploy quickly & Operate simply
Improve every conversation
Launch a working voice or chat agent in minutes with no-code configuration. EVA is designed to answer up to 95% of customer questions from day one and unlock up to 70% efficiency while keeping people available for the moments that need them.
Shorter Time to Value
Configure and deploy without a long development cycle so automation can begin delivering value quickly.
Improved CX & CSAT
Provide 24/7, multilingual, personalized, and context-aware interactions across voice and chat.
Lower Operational Cost
Automate repetitive conversations and actions while reserving talented people for complex, high-impact work.
High-Quality Lead Capture
Engage prospects in real time and collect relevant data naturally to support faster, better-informed follow-up.
Continuous Improvement
Refine dynamic knowledge during and after conversations to improve clarity, relevance, and tone over time.
Your customers never stop asking. EVA never stops improving.
CORE ECCENTEX VIRTUAL AGENT CAPABILITIES
No-Code Admin Console
Let a business user configure, launch, and fine-tune a working voice or chat agent in minutes—without model training.
Multilingual Voice & Chat
Support more than 30 languages, varied voices and global accents, plus natural code switching inside a conversation.
Dynamic Knowledge & Reasoning RAG
Use embedded knowledge, categorized instructions, scheduled API updates, and reasoning-enabled retrieval for deeper answers.
Context & Data Extraction
Gather essential data naturally from user input and conversation context, then retain it in knowledge or interaction history.
Integration & Flexible Deployment
Connect open APIs, CRM, calendars, contact centers, email, social channels, and enterprise applications in public or private cloud.
Complete EVA capability set
All channels, control, insight, and integration needed for enterprise conversations
Configure rich voice and chat experiences, connect them to operational systems, retain human oversight, and continuously improve every interaction.
Call Transferring
Transfer callers to a phone number or contact center through a SIP trunk, with relevant call data attached.
Conversation Control
Apply spam controls, block suspicious callers, configure inactivity prompts, and define termination rules.
Rich Chat Forms
Use HTML forms, rich-text controls, and guided suggestions to collect information with less manual typing.
Branded Chat Widget
Apply your logo, colors, and visual theme so every chat experience feels native to your brand.
Recordings & Transcriptions
Retain chat history and voice transcriptions, with optional voice recording for selected agents.
Sentiment Analysis
Assess individual messages and complete voice or chat conversations to surface customer sentiment.
Dashboards & Reports
Monitor live conversations and review historical performance, activity, and interaction reporting.
Caller Context
Collect geographic, device, and network information to provide better context for each interaction.
One-Click Live Takeover
Let supervisors quietly join an active call, monitor quality, and take control when a human is needed.
Multilingual Code Switching
Recognize natural language changes inside the same conversation without interrupting the caller.
Multiple Email Senders
Use several SMTP connections and sender identities across different conversational flows and scenarios.
Dynamic Knowledge Updates
Organize knowledge by category, refine it during conversations, and schedule updates through APIs.
Open Integrations
Connect CRM, Genesys Cloud CX, calendars, maps, email, social channels, custom APIs, and enterprise systems.
Barge-In
Allow an authorized team member to intervene in an ongoing chat and speak directly with the customer.
Flexible Deployment
Choose the deployment model that fits your organization, including public or private cloud.
BUILT FOR CONNECTED CONVERSATIONS
From the first question to completed work
Ready to give every customer an intelligent first response?
EVA in Action
One virtual agent. Many high-value conversations.
Put EVA to work across customer service, claims and benefits, public services, product support, employee assistance, lead capture, and other knowledge-intensive interactions.
Customer Service & Product Support
Answer product questions, resolve common service needs, collect details, create cases, send confirmations, and transfer customers with context when human help is required.
- IMMEDIATE BUSINESS BENEFITS
- Serve customers around the clock through voice and chat.
- ?Answer complex questions with dynamic knowledge
- >Retain interaction history and caller context
- >Escalate cleanly to the right human team
Claims, Pension & Benefit Services
Guide claimants and members through questions, data capture, appointments, documents, next steps, and status updates while connected to case and process data.
- IMMEDIATE BUSINESS BENEFITS
- Support complex, regulated interactions with consistent knowledge and clear escalation.
- ?Collect required information naturally
- >Create or update cases in real time
- >Confirm actions through email or text
Public Safety & Community Services
Provide trusted information for public inquiries, law-enforcement search-and-rescue scenarios, citizen services, and safety training while preserving human command.
- IMMEDIATE BUSINESS BENEFITS
- Keep supervisors able to monitor, barge in, or take over live interactions.
- ?Deliver consistent guidance at any hour
- >Capture interaction records and transcriptions
- >Escalate sensitive situations immediately
Employee & Back-Office Assistance
Give employees a conversational entry point for knowledge, internal requests, documents, scheduling, process actions, and follow-up across front- and back-office systems.
- IMMEDIATE BUSINESS BENEFITS
- Use embedded knowledge and direct process access to complete more work inside the conversation.
- ?Reduce repetitive internal questions
- >Connect CRM, BPM, case, and knowledge data
- >Let employees focus on higher-value work
Where conversational intelligence meets human accountability