EZLynx has created the EZLynx Virtual Agent also known as Eva. Eva will help you spend less time on manual tasks and more time on customer relationship management. 


TABLE OF CONTENTS


Please note: Eva is a feature in our Text Messaging product, which is part of the Communication Center


Summary


Eva has the ability to automatically send your customers their Auto ID cards when requested so you don't have to!

  • If a customer requests their Auto ID card by text message and Eva is able to understand, Eva will provide them with their Auto ID card by automatically replying to the text message.


  • If Eva is not able to provide the Auto ID card for any reason, Eva's responses will vary depending on if your Agency has our Client Center product. To tell if your agency has our Client Center product, please see: How to Access Client Center
    • If your agency has our Client Center product, Eva will send a link to the Client Center Portal to the customer so they can access the Auto ID cards themselves.
    • If your agency does not have our Client Center product, Eva will create a task for the agent assigned to the customer's account based on the "Assigned To" field on the Lead Info tab. By default the due date is set for the following day that the request was made.


All conversations between your customer and Eva will be logged under the Activity tab for documentation and audit purposes. You will also be able to see the conversation between your customer and Eva in the Text Messaging Conversation Pane via the Text Messaging icon. 



Request for Auto ID Cards with 1 Vehicle Only


If the customer requests their Auto ID card and they only have one vehicle, Eva will respond immediately with the card. 


Request with Multiple Vehicles & Knows the Make & Model


If the customer requests their Auto ID card, they have more than one vehicle. If they provide the make and model in their request, then Eva will provide the Auto ID card immediately. 


If the customer requests their Auto ID card and they have more than one vehicle, but they do not provide the make and model in their request, Eva will ask the customer for the make and model of the vehicle they would like the Auto ID card for.


Once the customer responds with the make and model, Eva will immediately provide the card. 


Request with Multiple Vehicles & Does Not Know Make and Model


If the customer has 2-5 vehicles and Eva is not able to determine the make and model, Eva will return a list of the vehicles for the customer to choose from.


The customer can then choose from the list by responding with the proper make and model, the number of the vehicle on the list, or All. 


Once Eva receives the response back, Eva will immediately provide the card(s). 



If the customer responds with something other than the options that Eva provided them or Eva is unable to determine the specific vehicle and the insured has more than 5 vehicles, Eva response will vary: 

  • If your agency has our Client Center product, Eva will send a link to the Client Center Portal to the customer so they can access the Auto ID cards themselves.
  • If your agency does not have our Client Center product, Eva will create a task for the agent assigned to the customer's account based on the "Assigned To" field on the Lead Info tab. By default the due date is set for the following day that the request was made.





Requests with Nationwide Auto Policies


If the customer has any Nationwide Auto policies, Eva will not be able to send an Auto ID card. This is due to a policy download bug that Nationwide is currently experiencing. Instead, Eva will immediately send a response explaining the issue and simultaneously create a task for the agent assigned to the account. 


Requests with New York Auto ID Cards


If the customer has a New York Auto ID card, Eva will not be able to send them their card. This is due to New York's regulatory restrictions. Instead, Eva will immediately send a response explaining the issue, and simultaneously create a task for the agent assigned to the account.


Request is Misspelled


If Eva is fairly certain but not 100% that the customer requested their Auto ID card, Eva will ask the customer if they meant to request their Auto ID card. 


  • If the customer answers Yes, Eva will follow the normal workflow for providing them with their ID card. 


  • If the customer answers No, Eva will immediately respond to the customer that an agent will reach out to them soon and simultaneously create a task for the agent assigned to the account.


Request to Speak to an Agent


If the customer requests contact with their agent by text message, then Eva will respond to the customer and simultaneously create a task for the agent assigned to the account.