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Single click onboarding to helpdesk and knowledge base

Conversational feedback to improve accuracy rapidly

Resolves complex queries Ema hasn’t seen before

Trained to abstain and escalate appropriately

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Every week, Ema’s Customer Support Assistant AI Employee kept improving its accuracy and efficiency, instilling a level of trust that is undeniable.

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Envoy Global offers a streamlined approach to immigration processes for both employers and foreign nationals, uniquely integrating cutting-edge technology with expert legal guidance. With a client base spanning nearly 1,000 companies across diverse industries, particularly in the technology sector, Envoy specializes in addressing the workforce needs, particularly in STEM fields, of businesses managing international staff.

Ema was crafted to replicate the functionalities of a human employee within a designated role. Ema can engage in conversations, grasp context, incorporate ongoing human feedback, engage in reasoning, and execute informed decision-making. Ema’s Customer Support Assistant Persona seamlessly integrated with Envoy’s existing ticketing system and, just after a few rounds of feedback from Envoy’s legal experts, she could answer complex immigration related questions at a high level of accuracy - sometimes even surpassing the accuracy and quality of human agents.

Employees at Envoy’s customer companies ask Envoy’s legal professionals thousands of questions on a daily basis. Many of these questions are critical for the employee to maintain status in the country they are working in. Every question needs a personalized answer based on the specific visa situation for the individual.

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As Envoy’s customer base grew they faced pressure on their customer support team which mostly consists of paralegal and legal professionals. Many of their skilled paralegals found themselves devoting a significant portion of their time to answering tickets, limiting their capacity to focus on critical client matters. It was important for Envoy Global to find a solution that not only would give their legal teams the time back for critical client problems, but also a long-term partner that could scale with them, across functions, as the company continued to grow.

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Encouraged by the buzz around Generative AI, Envoy pulled together a small team in house to build a solution with the aim to automatically respond to customers’ questions. After months of effort, getting to a reasonable level of accuracy proved to be a formidable challenge. It was at this point in their AI journey when they got introduced to the Ema team.

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