With this release we are excited to announce that the EZLynx Virtual Agent (EVA) Account Summary Assistant Beta is now available for select Beta users!  If you are interested in participating in the beta, please fill out our EZLynx Product Team Partner form. 


You may spend a significant amount of time catching up by reading through account activity and communications to recall what has happened recently and what to do next. With this feature, you’ll be able to quickly get a summary of what’s gone on within the last three months for any particular account and create a note or even assign a task for next steps!


All of this will be contained within our new EVA AI panel. This dedicated window will be the homeplace for key aspects of your AI needs in the future focusing on automating tasks and services such as communications over set durations, task creation suggestions, and performance metrics.


TABLE OF CONTENTS


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How to access


To first access the new EVA panel from a non-account page, select the new EVA logo at the top menu bar next to your login icon near the Workspace Add Note icon. This will launch EVA in the search account mode similar to Workspace. From here you can search and select any account in the system.


 

Once you select an account, it will open EVA's new summarization feature.



If you navigate to a customer account and launch the EVA panel, you'll find the Summarize recent communications button already registers which account you are on, so no need to search for the account. You can also use the Catch Me Up button on the Overview page next to the Actions button to trigger the workflow without having to open the EVA pane first.



How it works


Summarize

When you launch EVA for an account, you’ll be greeted with a message from EVA and an option to “Summarize” the last three months of communication which includes calls, notes, emails, and text messages to and from the Applicant. 




You’ll then see messages displayed sent to and from EVA with a historical timestamp and dates (if you log in the next day). While EVA is thinking, you will see the same icon on the left side of the pane. This let's you know the system is working on your request.




Once a summary is generated, you’ll have the option to Draft a Note or Outline Tasks. Selecting either of these will close EVA, and launch the Agency Workspace Add Note feature. Don't worry though. Until the EVA panel for this customer has been reset your current conversation with EVA will remain on the pane. More on resetting the panel later in the article.




Draft Note

Once you receive your summary, you can select the 'Draft Note' option which will close the EVA panel and launch Workspace to Add a Note with the summary that was generated. Once you are done and click 'Save' on the note you will be taken back to EVA panel with a message that the note was created. Note, you can still Outline Tasks if you’d like as well.  


Best Practices! - Make sure to give the Discussion a title before saving your note. Otherwise, the note's Discussion Title will be saved as 'Untitled' making it hard to find later.




Outline and Draft Task(s)

Once you receive your summary, you can select 'Draft Tasks' which will generate up to 3 tasks maximum based on the summary provided. Once the tasks are outlined, you can draft them into Agency Workspace similar to the Draft Note option we discussed earlier. This will close the EVA panel to launch the Agency Workspace with the Task in the description and once you click 'Save' you’ll be taken back to the EVA panel to create any remaining tasks or even draft note from the summary if you didn’t do that earlier.


Best Practices! - Make sure to give the Discussion a title before saving your task. Otherwise, the task's Discussion Title will be saved as 'Untitled' making it hard to find later. 






Quality Ratings

You can provide feedback on how EVA is doing by using the thumbs up and thumbs down options. You'll be able to provide feedback on the summaries as well as the task(s) that are outlined. You may also leave an optional comment when you select the thumbs down option to let us know how we can improve our product further. 




Resetting and Switching Applicants

At any point if you wish to reset or restart the EVA workflow, you can click the reset button at the top right next the close icon.  


Depending on where you are this will either: 

  • Restart the conversation completely from a customer account's page. 
  • Switch to a different Applicant if you see the red warning across the top. 
  • If you’re outside an Applicant page, will reset EVA back to Search Applicant.



Attention! - When resetting the EVA panel, whatever was their previously will be removed regardless of which user used the feature last for that customer account.

Why is this important?


This feature aims to resolve the current lack of a dedicated AI panel, offering comprehensive summaries, and accurate task creation capabilities. Thus, leading to more time for revenue-generating opportunities as you will be able to catch up on key account communications quicky, and create follow-up task to improve your agency’s efficiency.

  • AI Pane: A dedicated windowpane will improve efficiency and address the challenge of reducing training time for new agents. 


  • Communication Summaries: Summary of all communications over the past three months will provide context and a better understanding of a customer account's history. 


  • Task Creation: Automatic suggestions and task creation will repurpose the time-saved from manual analysis of past interactions.


We hope you enjoy this new Beta Feature and look forward to our future releases! Check out our related articles on the right-side to learn more about how to master EZLynx!