Solution Overview

The EY Customer Care Virtual Agent, enabled by the Microsoft Cloud for Health, is packaged with pre-built customer care conversations. Each conversation consists of a pre-trained Microsoft Language Understanding Intelligent Service (LUIS) intent classifier, which translates user utterances to:

Actions the user wants to perform
Pre-developed dialog flow that can be tailored to meet client-specific needs
Integration points for common enterprise systems including, Enterprise

Resource Planning (ERP) and Customer Relationship Management (CRM) The Virtual Agent provides customized conversations for common use cases in Power & Utilities (P&U) and healthcare industries. There are also plans to deploy this solution in other industries including, entertainment and

government.

Solution benefits

Business benefits

Accelerated virtual agent implementation with pre-built P&U customer care conversations
Reduced call cost — from ~US$14 to less than US$1
Increased first-call resolution rate

Customer benefits

24x7 availability
Zero wait time
Increased customer satisfaction with quality responses to questions

EY Virtual Agent PlatformEY Global

EY Virtual Agent Platform

EY Global

EY Virtual Agent Platform

EY Global

EY Virtual Agent Platform
EY Global