24/7 Automated Incident Triage via Conversational AI for Echeman
Client:
Echeman
Industry:
Services
Applied technologies:
- WhatsApp Business API
- Conversational AI
- Image processing
- ERP Integration
- Monitoring Dashboard
Client Context
Echeman manages technical services for heating, water, climate control, and fire protection systems, receiving between 30 and 40 incidents daily during the winter season.
The Operational Challenge
The manual classification of these daily incidents generated delays and consumed significant operational resources.
The Solution Architecture
We deployed an AI-based Virtual Agent integrated with the WhatsApp Business API to automate the 24/7 reception of incidents. The system features automatic client identification, automatic classification of the service type, processing of attached images, and the automated escalation of urgent cases.
Business Impact
The implementation delivered 24/7 multichannel automated support, significantly reduced the time required for incident reception and classification, and freed the team to focus on higher-value tasks.