Telecom

With eva you can use ready-to-use agent templates o create a and adjust the agent's messages to your needs. Available in Spanish, English and Portuguese.

Download template

This virtual agent is focused for Telecom virtual assistant, featuring the following 25 flows:

• Balance statement

• Buy pack

• Buy phone

• Cancel service

• Change plan

• Customer satisfaction survey

• Customer service

• Enable sim

• End

• End chat

• FAQ

• Greetings

• Information

• Location

• Login

• Menu

• Not expected

• Phone recharge

• Query ticket

• Register

• Suggestion or complaint

• Support

• Swear words

• Talk agent

• Talk to an agent jump

This feature includes Intents, Entities and all the other eva cells, such as Answer, Service, Jump, Input, Code and Rule.

☝️ Just a reminder: the purpose is to help you build your own virtual agent and your own flows by offering a ready-made basis with the best UX writing practices, as well as the best practices for using eva.

Important:

• Agent Templates can be used as a solid foundation, but customization is essential for aligning with your business needs. Note that personalization involving your web service, page links, etc., is necessary. Reach our documentation HERE to learn more about how to use eva.
• This feature is available for eva versions starting from 3.4

• The template was built for the Whatsapp channel

Using Agent Template flows

Keep in mind that this is a template, so make sure to tailor the information to suit your specific business requirements.

Learn more about each flow below:

Balance Statement

Flow to clarify doubts about invoicing. For better disambiguation, the flow uses technical cells, such as Code, Rule, and Service.

Important:

• The following answers (gracias_correo, gracias_sms, gracias_llamada y error) are Transactional Answers. To use it, enable the Transactional Answer switch and paste the wehook in the corresponding field.
• The webhook that is in the service cell of the Agent Template is fictitious. If you need more information regarding services, please read more about Service cell.

Buy packs

Flow for those who want to buy service packs.

Buy phone

Flow for those who want to buy phones.

Cancel Service

Flow intended for those who want to cancel a service.

Change plan

Flow intended for those who want to change a plan.

Customer Satisfaction Survey (NPS)

It corresponds to the NPS, that is, an evaluation of the virtual agent's satisfaction index, which appears whenever the user decides to close the chat.

Important:

• The following answers (gracias_correo, gracias_sms, gracias_llamada y error) are Transactional Answers. To use it, enable the Transactional Answer switch and paste the wehook in the corresponding field.
• The webhook that is in the service cell of the Agent Template is fictitious. If you need more information regarding services, please read more about Service cell.

Customer service

Flow to trigger customer service.

Enable SIM

Flow to enable SIM card.

End

A very simple flow asking if users want to end the chat.

End chat

Jump flow to say goodbye to the user.

FAQ

Simple flow to assist users that have some frequently asked questions.

Greetings

Basic flow with for users greeting the virtual assistant.

Information

Flow to give information to users about the contracted services.

Important:

• The following answers (gracias_correo, gracias_sms, gracias_llamada y error) are Transactional Answers. To use it, enable the Transactional Answer switch and paste the wehook in the corresponding field.
• The webhook that is in the service cell of the Agent Template is fictitious. If you need more information regarding services, please read more about Service cell.

Location

Geolocation flow to direct the user to the nearest branch or ATM.

Important:

• The webhook that is in the service cell of the Agent Template is fictitious. If you need more information regarding services, please read more about Service cell.

Login

Flow to authenticate a user's entry into the system.

For better disambiguation, the flow uses technical cells, such as Code, Rule, and Service.

Important:

• The webhook that is in the service cell of the Agent Template is fictitious. If you need more information regarding services, please read more about Service cell.

Menu

Flow that recognizes users by phone number and provides a customized menu according to the customer's profile.

For better disambiguation, the flow uses technical cells, such as Code, Rule, and Service.

Important:

• The webhook that is in the service cell of the Agent Template is fictitious. If you need more information regarding services, please read more about Service cell.

Not expected

Basic and mandatory eva flow, with only one response cell, to handle issues unknown to the virtual agent.

Phone recharge

Flow intended for those who want to recharge phone.

Query Ticket

Flow intended for those who want to consult a ticket:

Important:

• Before the service cells, there are code cells with hiddenContext regarding stored information (like ticket description, ticket number, etc...) Linguists and developers should work together on this concept. Learn more about Contexts HERE

Register

As the name suggests, it is a flow intended for registrations. It takes data such as name, phone number, date of birth, and email address. At the end, through a service cell with webhook, it takes the customer's information to the base.

Important:

• The webhook that is in the service cell of the Agent Template is fake. You need to create one according to your business. If you need more information regarding services, please read more about Service cell.
• In the pattern entities, you will need to create your own Regex. In the virtual agent template, the default is a sequence of 9 numbers, 0 through 9.

Suggestion or complaint

Flow for those who wish to make a complaint or a suggestion.

For better disambiguation, the flow uses technical cells, such as Code, Rule, and Service.

Important:

• The webhook that is in the service cell of the Agent Template is fictitious. If you need more information regarding services, please read more about Service cell.

Support

Flow intended for those who want to solve a problem in Outlook:

Important:

• Before the service cells, there are code cells with hiddenContext regarding stored information (like ticket description, ticket number, etc...) Linguists and developers should work together on this concept. Learn more about Contexts HERE
• The webhook that is in the service cell of the Agent Template is fake. You need to create one according to your business. If you need more information regarding services, please read more about Service cell.

Swear words

Educational flow to calm users who cuss the virtual agent during a conversation in a flow that asks for some personal data.

Talk to an agent

Flow used for when the user directly ask the intention to talk to an agent.

Talk to an agent jump

Flow used for when, in a flow, the user ask the intention to talk to an agent.

For better disambiguation, the flow uses technical cells, such as Code, Rule, and Service.