Virtual Agent Services

What EY can do for you

In today’s rapidly changing environment, organizations face increasing pressure to effectively and efficiently respond to the growing volume of questions from crucial audiences including customers, citizens, patients, employees, and vendors. 

Next-generation customer experience

The common combination of call centers and chatbots that have limited functionality does not solve the problem of answering questions individually at scale. Call center agents come under intense pressure when call volumes ramp up, as they did for many centers during the COVID-19 pandemic.

EY Virtual Agents can help solve this problem. They can be:

• Deployed rapidly
• Targeted across sectors and functions
• Scaled globally and across multiple languages
• Customized to your organization’s most pertinent needs 

EY Virtual Agents can interact with users through numerous channels, including web chat, SMS, popular messaging apps, smart speakers and IVR systems.

End-to-end strategy and delivery

EY works with clients to define their overall virtual agent strategy and deliver a constantly improving, personalized customer experience. We help identify use cases and user groups and design the Virtual Agent’s persona and dialog flows specifically for them.

By integrating back-end systems such as ERPs and connecting the Virtual Agents to customers’ data, the technology can serve customers on an individual level, not only with the most up-to-date and relevant information, but in a preferred style of interaction. And once the Virtual Agents are deployed, we analyze user interactions to further improve language understanding and conversation flows.

Using artificial intelligence, EY Virtual Agents go a step further than chatbots: they utilize machine learning to understand a user’s intent and analyze their sentiment. They can also engage in complex dialogs and integrate with backend systems to take action for the user.

Where and how to deploy Virtual Agents

Our Virtual Agents alleviate communication overload for organizations across a range of sectors and functional areas, including:

• Healthcare
• Government
• Power and Utilities
• Technology
• Media
• Communications
• Tax
• Small business banking
• Human resources
• IT

EY Virtual Agents have a portable design and can be run on any leading virtual agent platform and deployed in the cloud or on-premise.