Every day the challenge of going beyond technology motivates the eva team to move forward, in order to realize new ideas and new capabilities that ensure a better use and greater benefit for customers. That's why eva is bringing extraordinary enhancements to elevate the customer experience with Generative AI
We present the new Eva feature pack, which will enhance the experience by creating more efficient and faster Generative AI virtual agents.Knowledge AI: Streamline Virtual Agent Building with documents
To improve the platform, eva comes with a knowledge evolution, where you can generate responses based on document content as a PDF.
With Knowledge AI, improve your time by not requiring the configuration of flows, intents, or entities, reducing the time needed for the training of virtual agents.
When entering a user interaction, it first searches for intents, if it is not found, it searches in the questions previously configured in the knowledge AI and, if no match is found, the answer is searched directly in the documents uploaded to Knowledge AI.
With this functionality, you can effortlessly access and use the Knowledge within PDF documents, resulting in quicker and more accurate responses.
Zero-Shot: Enhanced Intent Classification with LLM
Our upgraded Zero-Shot capability leverages state-of-the-art Language Model (LLM) technology to classify intents with exceptional precision, just from the name and an intent description to classify the intent, without the need to create utterances.
By utilizing this advanced machine learning technique, we have significantly improved the accuracy and speed of intent classification, ensuring that the right knowledge is delivered at the right time, every time.
Rephrasing: Improve Communication with Contextualized Answers
Communication is key, and our enhanced LLM-powered Rephrasing feature understands that. Now, virtual agents dynamically rephrase responses based on conversation context, ensuring a more human-like interaction tailored to your needs. Control creativity levels, context utilization, and even restrict specific words to achieve the perfect response.
Answer Assist: Tailoring Answers to Perfection
Answer Assist provides the flexibility to craft the best answer. This feature empowers you to create the virtual agent answers effortlessly and with creativity. Write a simple instruction as a prompt, add a voice tone and the content will be generated using LLM.
Furthermore, to assist in crafting your answers, we have introduced new features: with a single click you can shorten an answer, expand it, improve the writing, fix spelling and grammar, or even add a specific tone.
Cockpit Notifications: Stay Ahead with Real-Time Updates
Stay informed and engaged with our new Cockpit Notifications feature. Receive timely updates on new features, upcoming events, and exclusive eva opportunities. Stay connected, stay ahead, and stay in the know with real-time enhancements.
These features are meticulously designed to streamline your workflow, boost productivity, and deliver an unparalleled user experience. We're committed to continually improving our platform to meet your evolving needs.
For more information on these groundbreaking features and how they can transform your organization, explore our documentation
Thinking about how eva works in real life with a client? Learn more about L’Oréal case study here
We’re excited to announce our new Multilingual Agent feature<...
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Understanding today's user: a demand for interaction and personalization
Modern users seek experiences that are not only informative but also engaging and customized. They expect interactions that feel natural, intuitive, and tailored to their specific needs and preferences. Businesses must adapt to these expectations by leveraging technologies that can provide these experiences. AI, with its advanced data processing and learning capabilities, is perfectly positioned to deliver on these expectations.The role of AI in crafting customized experiences
AI's ability to analyze vast amounts of data allows for a level of personalization previously unattainable. This technology can tailor experiences, recommendations, and interactions based on individual user profiles, ensuring that each engagement is relevant and meaningful.eva's enhanced capabilities: a case study in AI excellence
Through conversational agents, AI transforms user interaction from a mere exchange of information to a dynamic dialogue. Virtual agents powered by AI can converse with users in natural language, making interactions more intuitive and less robotic. eva’s latest feature pack enhances this by speeding up the creation time of virtual agents and improving the understanding of audio in text conversations, making interactions more fluid and natural.- Interactive and Personalized Webchat: eva’s webchat plugin exemplifies how AI can be used to create more engaging user experiences. This tool allows businesses to customize their web chat interface, aligning with both brand identity and user preferences for a more personalized interaction.
- Innovative Data Analysis and User Insights: eva's funnel charts and data tagging feature showcase the power of AI in understanding user behavior. These tools help businesses gain valuable insights into user interactions, enabling them to optimize the user experience continuously.
We’re excited to announce our new Multilingual Agent feature<...
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Why is it relevant for eva to adapt to the GenAI trends?
With the disruption of Generative AI, it is impossible for a product that works with AI not to use these technologies, because it is at a very big disadvantage compared to its competitors. At eva we have been working with Generative AI for 2 years, when we launched “Automated Learning”, a functionality that allowed us to generate answers from Large Language Models. This continuous adoption of LLM that we have applied within eva has allowed us to evolve our product with capabilities that allow us to put virtual agents into production in a shorter time, improve the assertiveness of the responses that are delivered to users, allow for a better analysis of the performance of virtual agents, among other benefits.Considering the current state of the market, what is the contribution of incorporating user behavior analysis tools in eva?
The tag funnel is a powerful tool that allows to make better business decisions and helps to detect improvement points in the virtual agent performance. With this functionality we want projects to understand the behavior that users are following in the virtual agent flows.What is the criterion for making decisions about which features to include or exclude in each eva release?
Our roadmap is primarily driven by the needs and pain points we discover from our end users and customers, which are converted into outcomes. However, other factors such as market and competitor analysis also play a role.what do you think are eva's next challenges as a product, empowered with GenAI?
As a product, our main challenge is to create better conversational experiences through automation, this includes the use of technologies such as Generative AI, robust analytics and monitoring to make continuous improvements within those conversational experiences, and the continuous development of low-code functionality to ensure a user-friendly platform. As pointed out by our Product Manager, not incorporating AI technologies into a platform like eva would mean a disadvantage against the existing products in the market. In this regard, as NTT DATA we have taken an approach of integrating and embracing these new technologies to help the development of virtual assistants. By taking this approach, we are not only creating more accurate virtual assistants, but also by considering the user’s behavior and incorporating the necessary tools to measure it, there can be a better comprehension of the behavior that users are following inside the virtual agents, as stated by Angela. The latest release of eva reflects our unwavering commitment to the cutting edge of AI, evidenced by the addition of innovative tools designed to adapt to growing business demands in the field of AI. The introduction of the GenAI Cell module, powered by Generative AI, significantly expands eva's capabilities, enabling it to generate better responses and provide more accurate, contextually aware solutions. At NTT DATA we are not only demonstrating effective adaptation to new trends, but also a proactive approach by integrating AI technologies to drive the development of more accurate virtual assistants. We invite you to see how NTT DATA is embracing and adapting to these technologies with our potent conversational AI platform “eva”.We’re excited to announce our new Multilingual Agent feature<...
We’re thrilled to announce that the latest episode of our Smart AI Agents podcast is ...
The evolution of cCommerce
In this context, the term Social Commerce appears on our radar. It is important to differentiate it from cCommerce, since it is an evolution of the latter. While cCommerce occurs only on the company's website, Social Commerce refers to a complete sales cycle that takes place through social networks. This cycle includes everything from marketing, promotion of products or services, to post-sales follow-up. It also includes activities that attract potential customers. This is a great opportunity for companies, considering that most of the world's population has at least one profile on social networks (Facebook, Instagram, Twitter, etc.) generating awareness with users and creating a more personalized customer service experience.The impact in numbers in social commerce
According to the study "Digital Marketing in Latin America" carried out by NTT DATA in collaboration with MIT Technology Review, the importance of social networks is highlighted, which takes a preponderant role when defining marketing strategies. According to the study, 94% of the companies surveyed prefer social networks to generate their digital marketing campaigns. Also, because of the pandemic, social networks have become an effective means of communication to maintain socialization and to improve the buying and selling processes.The Role of AI in Improving Customer Care
It is in this sense that nowadays it’s not possible to talk about social commerce without including Artificial Intelligence (AI), which can offer more efficient and personalized solutions. First, AI is capable of processing large volumes of data quickly and accurately. This enables the analysis of customer preferences and the identification of behavioral patterns, which in turn facilitates the personalization of interactions. AI-powered virtual assistants are a prime example of this application, providing quick and relevant responses to customer queries. In addition, AI also improves efficiency in handling queries. Intelligent routing systems can direct customer requests to the right agent, reducing wait times and optimizing resource allocation.The L’Oréal Case: combining different IA types
In this context and leveraging the power of NTT DATA's conversational AI platform and the power of chatGPT AI, L'Oréal, the world's leading cosmetics brand commanded us to develop “Lore”, a virtual assistant that provides advice and beauty recommendations, and helps users in their shopping process in a hyper-personalized way. A pioneering idea in Chile, the combination of capabilities of eva, our conversational artificial intelligence platform, along with the power of ChatGPT, the generative AI of Microsoft Azure OpenAI; helped to create “Lore”, a virtual assistant capable of offering hyper-personalized beauty or makeup advice and recommendations, which also helps customers in their purchasing processes, revolutionizing L'Oréal's social commerce strategy. Taking advantage of the capabilities of AI, L'Oréal decided to take interactions with its consumers to a new level. At its core, “Lore” makes suggestions to customers based on their needs, recommends products that fit those requirements, and directs them to the brand's online store or even allows them to shop in the same application where the interaction takes place. Undoubtedly, social commerce and AI are amazing allies when taking the chatbot experience to the next level, where both elements enhance each other, creating benefits for both the users and the companies that decide to take the challenge. As NTT DATA, we invite you to be a part of the future that’s already developing.We’re excited to announce our new Multilingual Agent feature<...
We’re thrilled to announce that the latest episode of our Smart AI Agents podcast is ...
8 Key Strategies for Effectively Training LLMs
- Conversation Data Training
- Reinforcement Learning
- Advanced Context Modeling
- Real-time user feedback
- Generating creative responses
- Adaptation to Individual Users
- Multilingual and Cultural Integration
- Rigorous Testing and Continuous Optimization
eva: orchestrating LLMs
LLMs have proven to be a milestone in AI and their journey promises exciting and transformative terrain. Their future is characterized by constant improvement, increased personalization, real-world applications, and a pivotal role in creativity and education. As these models become more conversationally proficient, they will be able to play a more integral role in a variety of applications, from advanced virtual assistants to customer support systems and beyond. At NTT DATA, we go together with technological innovation, which is why our eva platform has created an orchestrator for LLMs that simplifies complex interactions. This new functionality enhances our platform's ability to orchestrate calls to orchestrate calls to generative AI tools, such as Azure OpenAI services, making it easier to handle more advanced and complex tasks with unprecedented simplicity and elegance. At eva, we use a variety of generative AI models provided by Azure OpenAI (and other vendors) to meet various needs, such as content generation, classification, and data processing.We’re excited to announce our new Multilingual Agent feature<...
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NTT DATA partners with L'Oréal to enhance its digital e-commerce platforms
L'Oréal's goal is to provide tools that are at the forefront of consumer experience technology, delivering added value using artificial intelligence. NTT DATA announced the recent alliance with the leading global cosmetics and beauty company, L'Oréal Groupe, which seeks to develop innovative technological solutions that allow users a personalized experience at any time of the day they need it through digital channels, also improving customer service responses. Since its inception, L'Oréal Groupe has been characterized as a company that constantly embraces innovation, and this is no exception. As a pioneer in beauty-tech, its goal is to push the boundaries of beauty, using science and technology as the basis of its sustainability strategy, satisfying the desires and dreams of all its consumers around the world. On this occasion, both companies indicated that they are working on technologies that will be pioneers in Latin America, and are being developed through NTT DATA's Conversational AI, eva platform, which uses advanced artificial intelligence with Generative AI, capable of understanding and offering hyper-personalized advice to users. "As a company we are constantly researching and trying to develop processes that facilitate and optimize the shopping experience for our consumers. We are excited to bring cutting-edge technology to our customers, we want to explore the use of tools like GenAI to provide an engaging and personalized shopping experience, helping our customers find the best products for their beauty needs," said Arturo Perez Wong Manager Manager DPGP L'Oréal Chile. At the same time, the companies added that this alliance will allow them to capitalize on the advancement of the latest artificial intelligence and big data technologies and apply them in the multiple communication channels they have with their customers, creating a more dynamic, fluid, and intuitive shopping experience in both online and offline modalities. "We are very happy to be able to contribute with all our potential to accelerate the deployment of Social Commerce at L'Oréal, and help them to improve the customer experience, through a new, simpler and revolutionary way of shopping, which saves time and improves users' lives" concluded Santiago Santa María, Director Conversational AI & Generative AI.About L'Oréal
L'Oréal, a world leader in beauty and personal care, is headquartered in Paris, France. With more than a century of history, the company operates in 150 countries and employs around 88,000 employees. L'Oréal's diverse portfolio includes brands such as L'Oréal Paris, NYX, Vogue and Maybelline. The company focuses on innovation, sustainability, and social responsibility, offering high-quality products and personalized beauty experiences for its customers around the world.About NTT DATA
NTT DATA, part of the NTT Group, is an innovative global IT and business services company headquartered in Tokyo. The company helps clients in their transformation process through consulting, industry solutions, business process services, digital and IT modernization and managed services. NTT DATA enables them, as well as society, to move confidently into the digital future. The company demonstrates its commitment to the long-term success of its customers by combining global reach with local focus to work with them in more than 50 countries around the world.We’re excited to announce our new Multilingual Agent feature<...
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But why is GenAI so attractive for businesses? We dared to ask the tool itself and this is a summary of its answer:
It improves customer service, reduces costs, analyzes data about your customer interactions, responds quickly to questions or queries, can handle multiple conversations, collects customer information to provide personalized communication. Also, we sought the voices of experts to delve into the topic, Santiago Santa Maria, director of Conversational AI and ChatGPT at NTT DATA, talks about the revolution in customer care and how GenAI is changing the game. In his article published on Medium, Santiago Santa Maria, points out that customer care is being radically transformed with this new application."We are still shocked by the disruption that GenAI is causing in multiple industries: content generation (texts, books, scripts articles...), summaries, translations, answers to factual questions... New uses and applications of this powerful technology keep appearing" says the director of NTT DATA.He explains how a company can benefit from GenAI to improve customer service, as it is possible to connect this Extensive Language Model (Generative AI ) with different digital channels such as WhatsApp, Instagram, Web, and Call Centers.
Other benefits identified by the director of Conversational AI and GenAI are:
- Understanding and accurately responding to user needs.
- Providing solutions to complex user problems
- Deliver personalized and satisfying user experiences
- Handle multiple languages and dialects
- Understanding context and providing relevant responses across different digital channels
- Deliver personalized recommendations and suggestions to users
- Handle high emotional stress situations and provide empathy and appropriate solutions
- Increase efficiency and reduce costs associated with customer support and sales.
"GenAi has shown us the disruptive change that Generative AI bring to the Conversational AI industry."NTT DATA’s Conversational AI platform, eva, already makes uses Generative AI and is powered by OpenAI technology to complement its capabilities and help clients boost their customer service processes, drive up sales, reduce costs, increase efficiency, and improve their users' experience, giving brands a more salient vision.
We’re excited to announce our new Multilingual Agent feature<...
We’re thrilled to announce that the latest episode of our Smart AI Agents podcast is ...
We’re excited to announce our new Multilingual Agent feature<...