How to Build Intelligent Chatbots using OutSystems AI
Watch this session to learn how to create a chatbot that integrates with AI cloud services using OutSystems.AI components.
The Easy4u 2.0 solution supports service and information requests (with attachments and notes), and requests can be prioritized. The customer service tool provides real-time status on requests and allows for instant feedback and complaints. It also provides all the service level reports and dashboards needed for continuous improvement.
Easy4u 2.0 now has the flexibility to support a wide range of more complex services and serves users across multiple group companies and service providers. It features full integration with the SAP System, IVR, and other applications.
Founded in 1995, Noesis is an international tech consulting company offering services and solutions to support clients in digital transformation and the development of their businesses.In order to obtain sustained value that is transversal to all sectors, Noesis is focused on infrastructures, software, quality and people. The organisation is based on highly specialised talents, operating in seven business units and six countries – Portugal, Belgium, the Netherlands, Brazil, Ireland and the USA.
Results - One year later, Easy4u is an unquestionable success. Shared service user satisfaction surveys have risen 17%, and now Easy4u is the go-to-solution whenever somebody wants to complain or suggest an improvement. Staff even have a term for raising tickets; they call it “Making an Easy.”
Four and a half thousand tickets are raised daily by around 88,000 users across the group. Having a central source of the truth for service performance improvement is fundamental to EDP Valor’s continuous improvement initiative.
“Easy4u is a new era for our customers' experience, with one channel for all services and real-time communication.”
Key benefits include:
Looking ahead, the system is growing to include additional service lines, and adoption is spreading across group companies in Europe, Brazil, and the USA. User demand is leading to further enhancements, including a soon to be released mobile app that will make it even easier for users to raise tickets and be kept informed while on the move. EDP Valor is also testing a chatbot (virtual assistant), which should further improve the customer experience provided by Easy4u.