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A little less distractions, a lot more service

Take a developmental leap for even smoother customer service with the help of intelligent automation.

Smarter customer service for you too?

Let's find out together how intelligent automation can be used in your company's customer service.

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Get over the bottlenecks and welcome more meaningful work

The benefits of intelligent automation

Intelligent automation offers a wide range of solutions for navigating process bottlenecks. When, for example, artificial intelligence is harnessed to handle the sorting of service requests automatically at the beginning of the process, or desktop robotics to bring the necessary information to the customer service agent in the blink of an eye, the experts' time can be used more widely for tasks that generate customer value. With the help of automation solutions integrated into core systems, repetitive routines are reduced, familiarization with work is facilitated and problem solving is supported.

Better customer experiences with automation

Despite various intelligent automation tools, the focus is still not technology, but customer service goals, processes and, above all, the experts doing customer service work. Meaningful work and efficient, automated operating methods create the basis for producing a high-quality customer experience. The utilization of intelligent automation is often also a development journey of continuous improvement, which step by step enables even more efficient processing of service requests, additional sales and most importantly –  better customer service.

Intelligent automation serves customer service

With the help of intelligent automation, the everyday life of customer service can be made easier and more efficient in several different ways. Take a closer look below at examples of how we have brought intelligence to customer service.

Efima Tero Javanainen

Intelligence for sorting service requests

When the number of monthly service requests is in the thousands, a significant number of hours are spent on manual preprocessing of the requests. Requests are processed during office hours according to manual rules several times a day. By utilizing the sorting features of Efima textAI, the artificial intelligence recognizes the customer's need from the service requests and sorts the service requests into service queues automatically, around the clock. In this way, requests are immediately directed to the right experts for resolution.

Digital assistant for customer service

During a customer service situation, customer-related information from different sources is often needed. Instead of your expert searching and recording the data manually, intelligent automation can be harnessed as a digital assistant or a smart desktop to serve information at the push of a button. In this way, the customer service representative can use the valuable time with the customer effectively: to solve the question at hand and offer personalized additional services.

Information for use with Finnish-language artificial intelligence

In the daily life of the service center, a large amount of information is constantly generated, which is stored in different systems. With the help of artificial intelligence and automation, information can be put to use. Several artificial intelligence solutions have been developed to recognize mostly English text. With the help of Efima's Finnish-language artificial intelligence solution, the desired content can be retrieved from the text data, the emotional tone of the content can be identified and, for example, the information can be sorted into different categories based on the desired variable.

Complete your toolbox with low-code applications

Low-code business applications created specifically for your process increase operational efficiency and transparency in many ways. Microsoft Power Apps technology offers unlimited possibilities to create, for example, additional functionality in the core system or to improve the usability of systems. Applications can be implemented, for example, to meet the needs of different units, roles, tasks and even external users. Efima has implemented dozens of Power Apps solutions to enhance the business-critical processes of its customers.

Develop process automation based on knowledge

When the first intelligent automation solutions are harnessed for customer service use, more accurate measurement of operations, process mining and transparency are enabled at the same time. This gives new opportunities for further reform of processes and methods of operation. We help in analyzing and further developing processes and in reporting various information to stakeholders.

The benefits of intelligent automation are undeniable

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Customer experience is everything

Offer your customers a more personalized and efficient service, and increase your company's brand loyalty. Create an opportunity for additional sales and make work more meaningful.

More satisfied employees

Less repetition and unnecessary work. Employee satisfaction improves with the increase in the meaning of work, substituting becomes easier and staff turnover decreases.

Better processes, shorter queues

Information located in different systems can be efficiently utilized with the help of intelligent automation, without manual work steps. This creates opportunities for new ways of working, smoother processes and shorter processing queues.

More efficient methods of operation

Renewing operating methods, making processes more efficient and creating new innovations is easier with an experienced partner. Easy implementation and data-driven work enhance the expediency and systematicity of the operation.

A software robot for everyone – that's the vision of our partner UiPath

One of the world's leading software robotics technology companies, UiPath, has named as its goal that in the future every employee will benefit from automation. As an official partner of UiPath, we at Efma agree on the possibilities of automation as a helper for a better working life and more efficient operations. You can learn more about the idea of ​​"A robot for every person" on the UiPath website.

A robot for every person

Why Efima as a partner for intelligent customer service?

As our customer, you can count on us to be a proactive and developing partner who challenges you to find the best solutions and genuinely wants to understand your business.

We see and understand

We are not just a technology provider, but we understand the special nuances of your company's business and the pain points of your processes. Based on this thorough understanding, we always strive to offer your company the most appropriate solution. We don't always find the best solution, and we're not afraid to admit it. With us, a vision is formed on how to best benefit from the development of technologies.

We identify and implement

Understanding your company's business and finding the best automation solutions requires close cooperation. As your partner, we are always by your side, from the identification of automation targets to the implementation of the solution and continuous support service. We also actively highlight new ideas for automation and process development. We have implemented hundreds of automation solutions for a wide range of different processes, in many different industries.

We choose technology for your needs

Appropriate technologies are always selected for an intelligent automation solution as needed — we have implemented automation solutions for dozens of different systems. For some, it may mean process automation produced with robotic process automation, supported by an artificial intelligence solution. For others, the most appropriate choice may be an agile application built using Microsoft's Power Platform. We help you always find the right technologies for your needs.

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Machine learning and AI

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Robotic process automation RPA

Robotic process automation RPA  

Robotic process automation supports and complements people's work and frees up experts for more meaningful tasks.

Business applications

Business applications  

Let us help with the bottlenecks of your processes with a low-code application tailored to you.

Talk to an expert

Contact our expert below, who knows the issues related to the subject area best. You can also leave a message or contact request using the form.

Teija-puurunen-web-2022

Teija Puurunen

Business Director, IA & RPA
teija.puurunen@efima.com
+358 40 845 0830