Efecte launches Efecte 2020.4 - Introducing AI to Improve Service Management

Tags: Press releases, Service Management, AI, Efecte Platform


Espoo, 30. November 2020 - Efecte, the European alternative for cloud-based service management, released today version 2020.4 of its platform. The release includes the first version of an Artificial Intelligence (AI) -powered assistance feature called the Virtual Coach, and is a significant step towards Efecte’s vision for ITSM - of agile teams optimizing digital experiences.

The latest Efecte Platform includes new functionalities aimed at helping service organizations across Europe to become more agile and empower their teams through AI-based suggestions giving them, in a sense, digital superpowers. The new platform capabilities include increased multi-language support, End User Experience improvements through User Interface enhancements, and a new Artificial Intelligence (AI) -powered assistance feature called the Virtual Coach. The Virtual Coach will help organizations free up time for strategic initiatives and enable support agents to provide faster customer support, spend less time on repeat, duplicate or routine tasks, and reduce service agent onboarding and training times.

"We have seen an increasing demand from our customers for this new functionality, and we are excited that we were able to build this solution with their needs in mind", says Peter Schneider, Chief Product Officer at Efecte.

About the virtual coach

The Virtual Coach is launched as new functionality on Efecte's platform and serves to support service agents by suggesting how they should handle new issues based on previous customer interactions. The Virtual Coach uses NLP (Natural Language Processing) understand, analyze, and make suggestions based on this information, to identify known solutions and suggest similar issues.

“The implementation of Efecte’s Virtual Coach is a continuation of our strategy to assist humans rather than replace them. The similar issues assistance is the first AI-capability targeted at support agents as we continue to work on further AI-powered enhancements during 2021”, says Schneider.

The Virtual Coach is now available on the Efecte platform for both existing and new customers.

Learn more: https://www.efecte.com/ai


Efecte’s Service Management Platform

With the Efecte Platform, organizations can manage and automate any service in the company. These include classic IT service workflows, but also processes for human resources (HR), facility management, contract management, and many more. Customers can flexibly adapt the software to individual needs without programming knowledge. They can also decide for themselves whether to operate the solution in the Efecte cloud or their own private cloud. In this way, Efecte ensures that all customers benefit from the strict European data protection standards and can comply with compliance guidelines. Efecte supports the latest ITIL 4 guidelines, giving customers out-of-the-box access to industry-recognized best practices.

About Efecte 

Efecte helps service organizations digitalize and automate their work. Customers across Europe leverage our cloud service to operate with greater agility, to improve the experience of end-users, and to save costs. The use cases for our solutions range from IT service management and ticketing to improving employee experiences, business workflows, and customer service. We are the European Alternative to global players in our space. Our headquarters is located in Finland, and we have regional hubs in Germany and Sweden. Efecte is listed on the Nasdaq First North Growth Market Finland marketplace. www.efecte.com     


For more information

Peter Schneider
Chief Product Officer
Efecte Plc
+358 40 838 2867



Written by Efecte