Efecte has launched Effie AI, a friendly digital assistant for IT Service Management that uses secure AI technologies, after rolling out a GPT-powered chat earlier this year. Announced at Digitalize and Automate 2023, Effie AI is designed, hosted and supported in Europe, giving organizations complete control over their data and privacy. It will reduce ticket volumes and cost per ticket, speed up ticket resolution times and improve the user experience for both agents and end-users.
By combining productivity-boosting Generative AI and NLP (Natural Language Processing) capabilities, Effie AI allows service desk agents to handle more live chat sessions, respond faster to email queries and solve tickets more efficiently. Today, 83% of end-user tickets are still handled manually by agents, which not only hinders productivity but also keeps service costs high.
Meanwhile, users are getting more and more accustomed to solving their issues with the help of an AI-powered chatbot. It has become the 5th most preferred method of troubleshooting out of 12, up from 10th in 2020, reflecting the growing familiarity with AI assistants.
Effie AI for Agents
Effie AI for Agents effectively reduces ticket volumes, leading to a decrease in the cost per ticket.
It currently includes the following features:
- 👥 Effie AI Chat – a rule-based chatbot which uses Generative AI to make accurate, contextual suggestions, simplify unclear working, and complete sentences.
- 📧 Effie AI Email – a powerful communication tool that auto-generates relevant responses with just one click. The email feature uses the same Generative AI as the chat for predictive sentence completion and translating unclear language into simple wording.
- 🎫 Effie AI Ticket – a feature previously known as Virtual Coach which helps agents save time by categorizing new tickets, summarizing the issues and suggesting solutions based on similar past issues.
Effie AI for End-Users
Effie AI for End-Users guides individuals to independently resolve issues, eliminating the need to raise a ticket or wait for agent assistance.
It includes Effie AI Chatbot and Live Chat, both of which allow end-users to solve their issues independently and access the information they need 24/7. The chatbot uses NLP technologies to interpret questions and provide the relevant information, guide users to additional resources, or help escalate the issues to live support.
Efecte helps people to digitalize and automate their work. Customers across Europe leverage our cloud service to operate with greater agility, to improve the experience of end-users, and to save costs. The use cases for our solutions range from IT service management and ticketing to improving employee experiences, business workflows, and customer service. We are the European Alternative to the global goliaths in our space. Our headquarters is located in Finland and we have regional hubs in Germany, Poland, Spain and Sweden. Efecte is listed on the Nasdaq First North Growth Market Finland marketplace.
ABIT Puresoft, the only authorized Efecte partner in Romania, supports organizations to improve and develop their business performance through digital transformation, from consulting and design to implementation, training and support. Contact us to find out more about how the Efecte Platform can benefit your business.