Efecte Introduces Effie AI: A Local Data AI for Service Desk

ABIT Puresoft, the exclusive Efecte partner in Romania, proudly unveils Effie AI, a cutting-edge digital assistant for IT Service Management powered by secure AI technology. Efecte, renowned for its earlier GPT-powered chat, has launched Effie AI to optimize ticket management, enhance response times, and elevate the overall user experience for agents and end-users alike. This solution, hosted and supported in Europe, guarantees organizations full data control and privacy.

Effie AI integrates Generative AI and Natural Language Processing (NLP) capabilities, empowering service desk agents to efficiently manage live chat sessions, respond promptly to email inquiries, and streamline ticket resolution. Currently, 83% of end-user tickets are manually handled, hampering productivity and inflating service costs. In contrast, AI-powered chatbots are becoming increasingly popular, ranking as the fifth most preferred troubleshooting method out of twelve, up from tenth place in 2020.

Effie AI includes two components:

Effie AI for Agents, a tool that reduces ticket volumes, with the following features:

• Effie AI Chat: A rule-based chatbot that leverages Generative AI for accurate contextual suggestions, simplification of unclear language, and sentence completion.

• Effie AI Email: An efficient communication tool that auto-generates relevant responses with a single click, utilizing the same Generative AI as the chat to predictively complete sentences and translate complex language into simple terms.

• Effie AI Ticket: Formerly known as Virtual Coach, this feature aids agents in categorizing new tickets, summarizing issues, and suggesting solutions based on similar past incidents.

2. Effie AI for End-Users is designed to guide users in resolving issues independently without raising a ticket or waiting for an agent. It includes Effie AI Chatbot and Live Chat, both of which empower end-users to access information and address issues 24/7. The chatbot employs NLP technologies to interpret questions, provide relevant information, guide users to additional resources, or escalate issues to live support.