DIRECTV
DIRECTV needs no introduction, but their AI virtual assistant might. As a customer self-service tool, this AI chatbot known as EVA delivered over $15 million in cost savings through contained sessions, shorter agent handling times, and reduced call volumes. From 2022 to 2023, more than 1 million chats were resolved without human assistance.
Below are a few examples of the conversational experiences I wrote and designed. Whether users received guided step-by-step instructions or fully automated journeys, EVA helped empower customers to self-serve common billing, account, and technical issues.
Billing Questions
When I looked at customer interactions, billing-related questions accounted for the majority of EVA’s traffic, escalations, and agent handling time.
To automate these common, yet tricky, billing questions, I worked closely with DIRECTV’s chat agents, operations managers, and Billing & Account SMEs to design a full end-to-end journey.
Whether customers had questions about their bill, late fees, discounts, or stored payment methods, they were in good hands with EVA.
Technical Issues
When something goes wrong, who doesn’t want to talk with a robot, right?!
Well, I guess not, but at least this is better than reading an article that hasn’t been updated since Y2K.
From bad receivers and fuzzy pictures to sound that’s just not quite synced, EVA has helped thousands of customers with the best guided troubleshooting steps a robot can offer.
Remote Issues
Remotes are kind of invisible… until they don’t work and you have to find the buttons on your TV which actually are invisible. (Seriously, who put those there?)
A bad remote carries a lot of user frustration, making it the perfect interaction to automate. Whether the remote had low batteries, unpaired from the receiver, or just plain didn’t work, EVA could fix it or replace it.
The only thing EVA can’t help with is finding a remote that your dog may or may not have hidden in the backyard.
More Examples of FAQs
