EiVA Info Graphics

EiVA Chatbot Overview:

What has changed

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What you can use EiVA to do

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Benefits of the eChat changes

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Self service:

Track Order

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Track Order (What-When-Next view for an order)

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Amend Appointment

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Amend site contact

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Track Fault

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Track Fault (Probable Completion Date on Fault Milestones)

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Customer Service Plan (Provision orders Recognised Flow)

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Customer Service Plan (Direct selection of product)

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Customer Service Plan (Repair faults Recognised Flow)

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Connect to a desk agent:

Provision/Order Journey
Repair/Fault Journey

Connecting to a desk agent on an automatically recognised provision product (eg: most provision products)

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Connecting to a desk agent on an automatically recognised product (eg: Sim2 order id entered by CP)

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Primary leg
Secondary leg

Primary leg (eg:FTTC Provision):

Secondary leg (eg:Sim2):

Connecting to a desk agent on an automatically recognised product (eg: Service id entered by CP)

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Using non-product eChat channels (such as Migration Services)

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You enter an unrecognised reference number (once or twice in a row)

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Connect to a desk agent (self-serve redirection based on transfer reason)

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Connect to a desk agent via HUD Portal

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Connect to a desk agent via VMJ Portal

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Connecting to a desk agent on an automatically recognised fault product (eg: most fault products, Service id entered by CP)

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Connect to a desk agent via HUD Portal

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Reach out to us

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CSAT

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EiVA Error Message Explained:

Provision/Order Journey
Repair/Fault Journey

Track Order fallouts

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Amend Appointment fallouts

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Amend site contact fallouts

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Connect to a desk agent fallouts

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All Usecases fallouts

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Track Fault fallouts

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