You’ve probably heard about the new Technical Supplementary Instruction (ITC AEM 1 for Elevators) – it seems to be a hot topic in the media and has been in effect for a few days now here in Spain. This new Spanish regulation for elevators not only affects us as individuals – if we have an elevator in our building – but will also generate more activity for maintenance and technical service companies in terms of inspections and incident reports, as well as the need to meet new requirements and improve customer service efficiency.
A year ago, we discussed the ITC 2023 and how Conversational Artificial Intelligence could play a key role in the near future of this sector, especially in managing these incidents and the inspection requests that our elevators will now have more frequently according to these two new regulations.
At Plusnet Solutions, we have been working for over 20 years with the latest market technologies applied to customer care and experience, as well as improving processes within contact centers. Therefore, in this article, we wanted to review how the new elevator regulation can affect these companies and what customer service technological solutions are already available on the market.
Would you like to see a real case of Conversational AI applied to elevator incident management? We show you in our video:
Automating processes and improving Customer Service
The ITC AEM 1 of 2024 establishes new standards and requirements for the elevator sector, including the need to improve customer service and incident management.
At Plusnet, we have been implementing Conversational Artificial Intelligence solutions in our clients’ systems for a few years now. This technology helps them automate the reception and management of all communications related to elevators, except for emergency situations with people trapped in the cabin, which require direct contact with an agent (as these are more sensitive moments that require a different type of attention).
The implementation of a conversational agent in the elevator sector offers multiple advantages:
- Automation in the management of incidents and periodic inspections.
- Streamline processes, freeing your agents from performing repetitive and simple tasks.
- Quick and accurate responses to user inquiries, improving customer satisfaction.
- Reduction of operational costs.
- Recording and analysis of data for more informed decision-making.
How do we do it?
In this process of integrating this technology into customer service systems, our team of experts follows a well-defined process to assist you:
- Analysis: We identify use cases that can benefit from automation. Additionally, we evaluate integration with existing systems and design the conversation flow that fits your specific needs.
- Development: We build and implement use cases with a focus on improving user experience and cost optimization through automation.
- Testing: We conduct rigorous tests in multiple environments to ensure the correct functioning and effectiveness of the solution.
- Production Rollout: Once the previous phases are completed, we work in coordination with you to gradually and controlledly bring the solution into production.
Our experience in implementing Conversational AI solutions ensures that your company will be prepared to comply with the new regulations efficiently and profitably. Contact us and discover how we can help you improve your customer service processes in light of these new elevator laws.
The future of customer service in the elevator industry has arrived. Let’s talk!