Artefact and Econocom have teamed up to raise Service Desk quality
standards using artificial intelligence
Artefact and
Econocom have teamed up to raise
Service Desk quality standards using artificial
intelligence
Paris, May
20, 2021 –
7:30
am CEST - Artefact (FR0000079683
– ALATF – eligible for PEA-PME equity
savings plans), an expert in data transformation and
digital marketing for major brands, has joined forces with
Econocom, a digital workplace specialist and France’s number one
user environment facilities manager1, to power the user support
provided by its Service Desks with artificial intelligence.
Their partnership has produced a dedicated
artificial intelligence-based solution for Service Desks delivering
high-quality service and responses for today’s increasingly
demanding and digital-reliant users, giving them a fluid,
ultra-responsive and effective experience.
In 2018, even before homeworking snowballed as a
result of the Covid-19 pandemic, Service Desks saw requests leap
61% higher2. Despite this surge in demand, keeping costs down
remains a top priority, especially during times of crisis.
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)
“The extraordinary wealth of operating data
coupled with the latest machine learning and analysis capabilities
of artificial intelligence can give support units an unprecedented
ability to understand and resolve the incidents encountered by
users,” commented Vincent Luciani, co-CEO and co-founder of
Artefact.
Artificial intelligence can be adopted more
easily because no one needs to change how they work. Whether the
Service Desk is contacted by phone, by email or by chat, artificial
intelligence can help improve users’ experience by complementing
the channel predicated on existing tools (ITSM, knowledge base,
UEM, etc.).
Lastly, the fact that the data gathered by the
Service Desk relates to users should not be overlooked. Some of it
may be of a personal nature, which means it is covered by the GDPR
framework. Accordingly, before applying any artificial
intelligence, Econocom and Artefact have taken steps to verify and
control the conformity of data collection, the location where the
data is processed and whether any metadata is retained.
“The use of artificial intelligence should not
eclipse the fundamentals of running a Service Desk, which require a
fluid experience and rapid response on the user side, and clear,
relevant information available on the agent side. We have
implemented these solutions on several occasions, including for
Econocom’s 6,000 employees in France and for a major player in the
energy sector. The feedback we have received has been extremely
positive. So, in our view, artificial intelligence is
revolutionizing the quality of responses provided, which helps to
enhance end user satisfaction and to augment productivity
end-to-end,” concluded Long Le Xuan, Chief Executive
Officer, Econocom Infogérance Systèmes.
About Artefact
I artefact.com
Artefact is a
next-generation data-driven consulting and services firm,
transforming data into value and business impact for its clients.
With a strong presence on the world's main markets (France,
Germany, the UK, Asia, Dubai, the USA), Artefact serves an
extensive portfolio of more than 300 clients, including a host of
world leaders such as Samsung, Danone, L’Oréal and Sanofi. The
Group has three main service offerings, leveraging its data mining
and data analysis capacities: Data Consulting, Data Marketing and
Digital Activation. Artefact is listed on the Euronext growth stock
exchange in Paris (ISIN code: FR0000079683).
Artefact’s
press contacts: Delphine Bionne | + 33 6 74 74 11 48 |
delphine@thebraincontent.fr
About ECONOCOM
I econocom.com
As a digital general
contractor, Econocom conceives, finances, and facilitates the
digital transformation of large firms and public organisations.
With 45 years’ experience, it is the only market player offering
versatile expertise through a combination of project financing,
equipment distribution and digital services. The group is present
in 18 countries, with over 9,000 employees and €2,559 m in revenue.
Econocom is listed on Euronext in Brussels, on the BEL Mid and
Family Business indices.
Contacts
ArtefactHayette SoltaniCFOTel.: +33 1 40 40 27
00investor-relations@artefact.com |
NewCapLouis-Victor Delouvrier / Quentin
MasséInvestor RelationsTel.: +33 1 44 71 98
53artefact@newcap.eu |
1 Teknowlogy/Pac rankings, 20022 HDI Practices & Salary
Report, 2018
- PR_Artefact_Partenariat Econocom