Automation services integrator Encorsa supports the digitization and streamlining of Electrica Furnizare’s customer relationship

Encorsa, an integrator of digital transformation services through low-code and no-code hyper-automation technologies, Robotic Process Automation and Artificial Intelligence, has completed the implementation of a digital assistant for Electrica Furnizare.

The solution based on Artificial Intelligence is mainly aimed at simplifying and streamlining the digital interaction of customers with the company, one of the largest electricity, natural gas, and services suppliers in Romania.

Called E-chat, the new chatbot solution developed in the DRUID Portal functions as a “digital employee” that simplifies the process by which customers can contact the company online through electricafurnizare.ro and significantly reduces the response time to customer requests. The digital assistant understands the requests from those with whom it interacts and works based on predefined rules, learning from each interaction through advanced Artificial Intelligence technologies.

”The E-chat solution is a key step in digitalizing and automating customer interaction, creating an accessible digital experience for those who have questions or service requests. The digital assistant can be designed and trained very quickly by any team without programming skills, so it can respond immediately, in real time, to customers’ most frequently asked questions and perform other services. This way, the customer relations team gains time for activities that create more value, and customers can find more easily solutions tailored to their needs and their way of interacting, chatbot being the main communication channel for Generation Y at the expense of traditional contact, direct or by phone”, says Cătălin Profir, CEO and co-founder of Encorsa.

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The chatbot also performs other services such as index reporting for billing, making complaints, and concluding a consumption agreement. The digital tool can be used by both existing customers of the company and visitors to the website. If a user is not an Electrica Furnizare customer, he/she benefits from a menu in the application that includes offers for electricity, natural gas, home solutions, as well as details on how to conclude an online contract and all the information about the liberalisation of the energy market.

”Consumer behaviour is constantly changing, and that’s why we try every day to find quick solutions to speed up the processes of interacting with them. For us, these automated applications are more than just a marketing trend because they manage to revolutionize customer interaction and increase efficiency, as reflected in the feedback we receive. In addition, the digital solution created by Encorsa always helps us adapt to a fast-moving market and offer people better digital experiences without asking them to download a new app”, says Corina Vasile, Market Analysis and Customer Experience department Director at Electrica Furnizare.

Encorsa has over 10 years of industry consulting experience, and specializes in using technologies such as low-code and no-code, AI, RPA, Chatbots and Business Process Management (BPM) to provide solutions to companies that want to quickly adapt to a dynamic market. The company has successfully implemented over 50 complex digital transformation projects in organizations such as Electrica Furnizare, Impetum Group, Green Group, The National Agency for Employment (ANOFM), BCR Life Insurance, PwC and Deloitte.

Electrica Furnizare has over 120 years of experience in the electricity market, being part of the Electrica Group, and is a majority privately owned company listed on the Bucharest Stock Exchange (BVB) and the London Stock Exchange.