Features

Features for automated, AI-powered customer service.

Every channel, your knowledge base, ticketing, audio AI, social media automation and AI telephony work together in one support system.

01 — Omnichannel AI Responses

One inbox. Every customer channel.

Connect chat, WhatsApp, email, social media, marketplaces and phone calls in EVADO.

✓Unified Inbox

Consolidate and prioritize inquiries.

✓Consistent Responses

Apply shared rules and relevant context.

✓Seamless Team Handoff

Pass complex cases with conversation history and customer details.

Live ChatWhatsAppEmailMarketplaces

app / omnichannel / inbox

New inquiryWhatsApp · Order EV-24891

Response readyKnowledge base match: shipping status

Ticket recommendedComplex case · Team handoff

02 — AI Telephony

AI-powered phone support.

Answer common questions. Create tickets, callbacks or appointments.

✓Answer Calls

Handle calls at peak times.

✓Analyze Conversations

Match transcribed speech to your knowledge base.

✓Trigger Actions

Create structured tickets, callbacks or call transfers.

STTTTSCallbackAI Voice

app / voice / calls

Active AI call

The customer asks about delivery status. A response from the knowledge base is ready.

Create a ticket only if the answer is uncertain

03 — Automated Ticketing

Clear tasks for complex cases.

EVADO creates prioritized tickets when answers are uncertain, with recommended next steps.

✓Identify Uncertainty

Reasoning models assess response reliability.

✓Preserve Context

Keep the channel, conversation history, files and customer details.

✓Prioritize

Route urgent cases to the right team.

PriorityContextTeam HandoffStatus

app / tickets / queue

NewChange deliveryComplaint

Under reviewVIP inquiryRefund

ResolvedFAQ answeredStatus update sent

04 — Social Media Automation

Turn social conversations into action.

EVADO automates replies to comments, DMs and campaign inquiries.

✓Reply to Comments

Give fast, consistent answers on posts.

✓Identify Leads

Qualify and route leads to consultations or appointments.

✓Escalate Sensitive Cases

Send sensitive comments or complaints to your team as tickets.

CommentsDMsLeadsCampaigns

app / social / automation

05 — Appointment Booking

Book by time and channel.

Customers choose their topic, time and appointment type.

✓Choose Topics

Assign topics to people or teams.

✓Choose a Channel

Choose Google Meet, Zoom, WhatsApp, Viber or phone.

✓Notify Your Team

Send complete, structured details to the right team.

Google MeetZoomWhatsAppPhone

app / appointments / booking

101112131415

Appointment typeGoogle MeetZoomWhatsAppBy Phone

06 — Knowledge Base

Answers from your knowledge.

Use FAQs, PDFs, product data and processes for approved, up-to-date answers.

✓Centralize Knowledge

Make internal content searchable.

✓Find Relevant Content

Embedding models match questions to relevant knowledge.

✓Follow Your Policies

Apply service policies and escalation rules.

FAQsPDFsProduct DataProcesses

app / knowledge / base

Shipping Policies.pdf96% match

Product Data89% match

Complaints FAQ84% match

The response is generated from approved knowledge.

07 — Analytics & Reporting

Measure your support performance.

EVADO highlights bottlenecks, quality issues and opportunities to save time.

✓Monitor Channel Performance

Compare channels, topics and resource needs.

✓Analyze Response Times

Track response times, ticket volume and AI response rate.

✓Identify Improvements

Improve processes, content and automation.

DashboardsResponse TimesTicket VolumeAI Response Rate

app / analytics / reporting

82%AI response rate

1.8 minAverage response time

34%fewer tickets

Top topics: shipping status, returns, product questions, appointment booking

AI Support Workflow

Turn every inquiry into a clear action.

Inquiry Knowledge Action

EVADO analyzes text, images or audio, matches the inquiry against your knowledge base and decides whether to answer directly, create a ticket or involve your team.

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