Evee Assistant New Features & More

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Across
  1. 2. A new feedback _will be provided on approximately 10% of calls.
  2. 4. The Evee Assist call history feature identifies a prior call from the customer in the past _ days.
  3. 7. _ is a real-time transcript that shows evee Assist call intents identified, while restating the reason for the call. Which helps evee deliver more accurate solutions that specialists can click on if they need assistance.
  4. 8. _explains and provides information for why the customer has previously called.
  5. 9. The_ option allows specialists the ability to modify search results or initiate new searches.
  6. 10. The new call history widget will display information for up to a total of _call interactions.
  7. 11. _ is the day of the month or year as specified by a number.
  8. 12. The call history summary is based on_ captured during the specialist and customer conversation.
  9. 13. The new Call History can help reduce & service _'s by: displaying what last call was about, discussed and promised, identifying problems and resolve them quicker, identifying specific transactions the customer previously called about, and educating specialist to reduce number of times customer calls back for same issue.
Down
  1. 1. _ is displayed when customer selects reason to call us on Contact Us page from Chase mobile app, Natural Language Understanding (NLU) or confirms IVR call prediction that call reason shows in this section.
  2. 2. The _ feature allows specialist to send customers a text message that includes link to self-service guidance on how they can dispute charge after it posts.
  3. 3. _ 3rd 2024 Evee Assist Call History Feature was launched to the entire enterprise.
  4. 5. The _ is defaulted based on account customer identified in IVR. Specialists can switch between Card and Retail when needed based on the call they are servicing.
  5. 6. _ button is a feature that allows specialists the option to provide real-time feedback on every call by clicking thumbs up/down buttons.
  6. 7. _ panel will display three components Call Reason, Date and Call Summary of the most recent calls.
  7. 14. _ Virtual Assistant tool that provides helpful resources during call, in real time, based on conversation between customer and specialist.