Company: Jio Platforms Limited
Product Title: Jio EVA
eTOM & SID Version: 24.0
Conformance Type: Solution Conformance
Assessment Completion Date: July 2025
Detailed Certification Report: Jio EVA

General Overview

This document provides details of Jio EVA (Jio Engage Virtual Assistant) against the following ODA Core Frameworks:

• Business Process Framework (eTOM) version 24.0
• Information Framework (SID) version 24.0

The assessment included a review of the methodology approach to process and information modeling, respectively against the TM Forum’s Business Process Framework (eTOM) and the Information Framework (SID) according to the specific processes and entities submitted in scope for the Assessment.

Solution Functionality/Capability Overview

JioEVA is a versatile solution offered in two deployment models. It can be implemented as a standalone AI engine, seamlessly integrated into the customer’s existing environment. Alternatively, it is available as part of the Jio Contact Center-as-a-Service (CCaaS) suite.

This comprehensive offering includes core modules such as Automatic Call Distribution (ACD), Agent Assist, and Knowledge Management. These features work together to enhance agent productivity and deliver a better customer experience. Customers can choose the model that best suits their operational structure and digital maturity. JioEVA ensures scalable, intelligent, and efficient contact center operations either way.

Key Features:

The key features of Jio EVA are:

• Multiple LLM Models: RAG pipeline is independent of underlying LLM Model. Flexibility to A/B Test and switch to the best Model (Llama 3.1, GPT 4o, Sonnet 3.5)
• Multi-Modal: Text Input, Voice Input, Image/File Input and Hands-Free Mode.
• Multi-Account: Single BOT for all Jio Accounts: Mobile, JioFiber, AirFiber, Non-Jio and all the mini-apps inside MyJio.
• Multi-Lingual: Support for all Indian Languages with language switching in the same conversation.
• User Authentication: Through voice + DTMF inputs (Account No / Card No / DOB / OTP / PIN).
• User Sentiment Detection: Detection and handling of abusive language.

JioEVA is offered as:

• A standalone solution for integration into a customer’s environment
• Part of the comprehensive Jio Contact Center-as-a-Service suite, including ACD, Agent Assist, and Knowledge Management

Architecture diagram

Jio EVA –Technical Architecture Diagram

Jio EVA – Benefits

Jio EVA helps to achieve:

• Enterprises can create bots for their needs
• Enterprises can create Video BOTS on Android/iOS/Web
• Enterprises can use it for call masking
• Gen AI based system that automatically distributes incoming calls to the most appropriate agent or department
• Integration of SMS, WhatsApp, IVR and REST API for missed call management supporting both manual and BOT driven callbacks
• One customer care number for all enterprise needs
• Reduction in agent handover
• Increase in Net Promoter Score
• Helps in cost savings

eTOM and SID Certification Scope

The following figure presents the Business Process Framework Level 2 processes in scope for conformance certification. 

Process coverage for Jio EVA – Conformance Certification

Information Framework v24.0 – Jio EVA – Conformance Scope

SID ABE coverage for Jio EVA – Conformance Certification

Detailed Certification Report: JIO Eva

For more information on JIO Eva please contact:

Abhishek Farkade, SVP: [email protected]

Utsuk Srivastava, General Manager: utsuk.srivastava @ril.com

Pranav Vaidya, Sales: [email protected] 

Abhishek Goswami, Sales: [email protected] 

Jayprakash Yadav, Application Development and Maintenance: [email protected]

For any additional information on this ODA Conformance Certification Report, please contact TM Forum at [email protected]

Report Misuse: Conformance certification is an important part of enabling the communications industry to maintain profitability as it migrates to new services and new business models. Gaining the conformance mark represents a significant investment by both suppliers and service providers. If you feel a company is misusing the conformance mark then please let us know at [email protected].

Disclaimer: TM Forum has conducted no independent testing of the solution for conformance with its frameworks or standards. Such testing has solely been conducted by the supplier or seller of the product and has been self-assessed by the supplier or seller for adherence to the TM Forum framework or standard in question. Accordingly, under no circumstances will TM Forum be liable for any direct or indirect damages or any costs or losses resulting from the use or reliance by any party of or upon such certification.