Artefact has joined forces with Econocom. Their partnership has produced a dedicated artificial intelligence-based solution for Service Desks delivering high-quality service and responses for increasingly demanding and digital-reliant users, giving them a fluid, ultra-responsive and effective experience. Artificial intelligence puts clear information and robust response protocols at the fingertips of Econocom's teams, especially in service centers, and that helps to deliver enhanced user satisfaction.

In this approach, more simple queries are handled in an automated fashion by means of voice assistants based on Natural Language Processing (NLP) algorithms, while more complex queries are passed on to operators assisted by artificial intelligence systems. Higher value-added support is thus provided by the “augmented human” channel. Harnessing the tight fit between their areas of expertise, Econocom and Artefact have pioneered in France this next generation of solutions yielding three key benefits: greater user satisfaction, improved quality of service and lower operating costs. There are four principal applications of artificial intelligence in Service Desks, and these are all found in the solutions provided by Econocom with technical support from Artefact: Query filtering (automatic dispatch to the right support unit); Measuring user satisfaction through voice analysis; Analyzing the data harvested, to enhance continuous improvement; Assisting support agents (automated suggestion of solution guides).