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 Platform

de EY Global