Every citizengets the rightanswer, instantly
AI Contact Centre brings call centres, WhatsApp and messaging into EWM: immediate answers, service requests, collections and human escalation when needed.
EWM AI Router
Operator policies synchronised
Automatic routing
One request, one helpful answer.
01 Request
Bulky waste collection
02 AI Router
policy and zone
03 Action
ticket in EWM
Less back-office pressure, higher perceived quality
Automation reduces repetitive work, giving the team more time for oversight, relationships and complex cases.
Higher satisfaction
Answers instantly on collections, waste deliveries, pickups and enquiries.
Operational efficiency
Repetitive requests are handled automatically.
Shorter waiting times
Citizens do not wait in a queue: they get an answer or are connected to the team.
ARERA indicators
Every contact is tracked and linked to SLA, tickets and reports.
One workflow: AI, EWM and human operators
Simple requests are resolved independently. Exceptions reach the team with history, account details and the reason for contact.
Operational workflow
From first contact to resolution, smoothly.
The request arrives
Phone calls, WhatsApp and messages enter one workflow.
AI applies the policies
It answers only using rules and content authorised by the operator.
Tickets and actions in EWM
Service requests, complaints and collections go directly into EWM.
A human when needed
When needed, the team already has the context and history.
All your service channels, one control centre
Assisted call centre
Frequently asked questions, intent recognition and human handover only when needed.
WhatsApp and messaging
Familiar channels, guided answers and a clear request status.
Operational service requests
A request becomes a service report, complaint or collection booking.
Policies and control
The operator controls tone, content, rules and escalation.
Synchronised with EWM
All useful data flows into modules, accounts and reports.
Modular configuration
Start with priority channels and expand step by step.
KPIs ready for contractual quality reporting
Every interaction records the channel, reason, response, outcome and any escalation. The contact centre becomes a database ready for performance tracking, transparency and reporting.
Average first response time
Automatically resolved requests
Tickets created in EWM
Bring your contact centre into EWM
An AI module that can be introduced gradually, controlled and measured against the operator's real processes.
