AI-BASED SERVICE CENTER WITH EMMA®
INTELLIGENT SERVICE CENTER AUTOMATION
An increasing number of companies are leveraging Artificial Intelligence and automation to streamline and optimize their business processes. We have developed our own AI Agent, EMMA®, specializing in intelligent automation of service center operations. With our evocenta Service Center, we are able to provide faster and more efficient support to our clients’ end users. On one hand, our Artificial Intelligence, EMMA®, handles and resolves a significant portion of incoming incidents and service requests through automation. On the other hand, our highly trained service center experts have more time to address and resolve more challenging and complex issues. This translates to faster and comprehensive response times, sustainable quality improvements, higher customer satisfaction, and reduced operating costs for our clients.
evocenta provides service center services not only in a modular fashion but also end-to-end. Our experts take full responsibility from project conception to transition & transformation, employing professional project management and ensuring a high-quality service center. We also focus on ongoing development and optimization of service processes. Our service offerings have an IT background and are applicable across various industries and domains.
The majority of service center services provided today require significant manual effort for ticket processing. Rising personnel costs, peak load issues, and long ticket processing times are just a few of the many well-known challenges that we address through intelligent automation. Our team of process architects continuously analyzes ongoing service processes to ensure optimal utilization and achieve the best possible outcomes. In addition to pure process optimization, our value engineering team works to identify and implement potential automation opportunities in collaboration with our clients.
Our core business involves providing service center services with AI-based support. Our Virtual Expert, EMMA®, understands and analyzes service incidents. She checks if there is already a solution available that allows the user to resolve the incident independently. If there is no automated solution, EMMA® forwards the request to our service center experts. We manage and monitor our customer projects to ensure that the agreed performance parameters are met. For this purpose, we employ only highly qualified employees with extensive experience.
TRANSITION TO THE SERVICE CENTER OF THE FUTURE
By leveraging intelligent automation through our AI platform, EMMA®, in conjunction with our proven evocenta Service Center, we give our clients the ability to achieve robust quality improvements while reducing costs. This transition requires careful preparation and implementation. As an example, we will outline below the step-by-step process of a successful transition phase that ensures the effective and efficient delivery of our service center services. The transition includes planning, design, technical implementation, training, testing, rollout, and monitoring of the new services.
Before the transition begins, we collaborate with our clients to determine the specific scope of services required. This involves evaluating the requirements and needs, such as ticket volume, ticket distribution, technologies, services and service hours, service levels, reports, contact channels, the ITSM tool being used, technical integration, and security requirements. Following this, the transition phase starts. The duration of this phase depends on the chosen scope of services and typically takes around three months until the go-live stage.
PROJECT START & IMPLEMENTATION
During the project kickoff, we present the roles and responsibilities throughout the transition and from the go-live stage. This includes the transition plan, schedule, organization, governance model, and implementation concept. If necessary, due diligence and process gap analysis are conducted prior to implementation. This involves analyzing your service center processes, existing expertise, and the specific scope of services. Our service center experts undergo training tailored to your specific requirements, and the establishment and transfer of a knowledge database are carried out.
TECHNOLOGY, TOOLS & INFRASTRUCTURE
In this step, the service center premises for your team at the evocenta location are set up. The technical setup of the service center agents is customized according to your needs, including the integration of the ITSM tool, WAN connectivity, customer-specific tools, telephone configuration, and contact center infrastructure.
Our service center experts work in parallel with your existing service center, gradually taking over more and more tickets on a daily basis. The objective is to test and train the processes during parallel operation. This includes assessing the fulfillment of requirements, achievement of service level/KPI goals, and reporting leading up to the planned go-live date.
GO-LIVE & ONGOING OPERATION
Upon completion of the transition phase, the service center enters into the ongoing operational phase. The service center now operates in a stable manner and is continuously monitored to achieve the agreed-upon service level and KPI goals. Simultaneously, our process architects continually optimize your operations. Our AI platform, EMMA®, gradually automates more and more service incidents.
Sustainable quality improvement
High customer satisfaction
Process-optimized service center solutions with EMMA®
Fully automated call handling 24/7
Highly skilled experts in the eveocenta Service Center
Fast transition phase