Today, we’re introducing Emma to a different group of members. She looks the same as the original but there are a few “behind the scenes” differences in how she operates. We want to test both versions to make sure we provide you with the best possible experience.

We’ll be piloting our new version to approximately 30% of our members and if you met the original Emma you probably won’t come across the new one just yet.

If you are randomly selected to be part of this pilot, when you click on Live Help, you will be prompted to choose between a live agent and a virtual agent. Emma should be able to answer the most frequently asked questions, and when she can't she will transfer you to a live agent.

	***Original: Introducing Emma - the Virtual Agent***
	04 April 2008 | 04:16PM EST We are pleased today to introduce Emma! Emma is a virtual customer support agent we are piloting starting today. While Emma is in her pilot phase she’ll only be available to approximately 30% of eBay.com.au members. The introduction of Emma is aimed to help you get your answers quickly - without having to navigate through the help pages or wait to chat with a customer service agent. How does Emma work? Emma provides an experience similar to live chat where you ask questions and she responds. When you click on Live Help, a screen will appear asking you to choose to chat with a live agent or Emma. She’s been trained on many of the most frequently asked questions and we’ll continue to train her on more and more topics. At the beginning of the pilot, Emma’s going to be learning the words and phrases that members use in asking questions - so if she can’t answer your question initially, don’t give up on her, she’ll continue to learn and know more the next time you use her. Regards The eBay team