Atlas Launches EVA: The New AI Agent Reshaping Customer Service Experience

In an industry defined by complex partnerships and dynamic operations, customer service must be more than responsive—it must be predictive and collaborative.

Atlas is proud to introduce EVA, our new customer service AI agent, engineered to be a true partner in your success. EVA goes beyond automated replies; she understands complex business logic, identifies operational contexts, and provides proactive assistance. This transforms every customer's interaction, making it more efficient, intelligent, and seamless.

EVA represents a significant evolution in Atlas's intelligent service ecosystem, elevating AI from a simple tool to a strategic partner.

Who is EVA?

EVA is a sophisticated AI agent built by Atlas to provide 24/7 customer service for Travel Sellers. From airline integration to ticket processing, PNR management, and API support, EVA quickly diagnoses issues and delivers precise solutions. For complex cases requiring a human touch, she seamlessly escalates the matter to a dedicated specialist, ensuring resolution for every request.

Key Capabilities of EVA

✅ End-to-End Support: Manages the entire partner journey, from API integration to post-booking support and ticket servicing.

✅ Intelligent Issue Recognition: Quickly categorises inquiries using keywords or menu selection, routing to the optimal solution.

✅ Context-Aware Problem Solving: In specific workflows like reissues, refunds, and ticketing, EVA intelligently interprets PNR data and order details for accurate, efficient handling.

✅ Seamless Live Agent Escalation: Instantly connects users to a human expert for intricate issues.

✅ Full Conversation Auditing: All interactions are logged for easy tracking, reporting, and quality assurance.

✅ Streamlined User Experience: Features include localised time display, intuitive action prompts, and smart notifications.

Operational Advantages

• Expert-Grade Accuracy: Resolves ticketing and servicing issues directly, minimizsing back-and-forth.

• Instant Response: Significantly reduces wait times with immediate answers.

• 24/7 Global Support: Round-the-clock assistance, regardless of your time zone.

• Bilingual Interface: Fully supports both English and Chinese.

• Continuous Learning: EVA’s knowledge base is constantly updated, ensuring service quality continually improves.

The Future of Intelligent Customer Service with EVA

EVA is more than a customer service agent — she is the foundation of Atlas’s next-generation intelligent service platform. We’ve introduced EVA to a pilot group of Atlas Travel Sellers, with a broader rollout coming soon. As we expand her capabilities, EVA will progress from answering queries to powering entire business workflows — handling documents, images, and data with seamless automation. This marks the beginning of a new era of intelligent, end-to-end service for our partners.