EKRAI for Service & After-Sales

Every ticket solved fast is a customer who stays.

Your after-sales team already knows the answers — but they are scattered across manuals, past tickets and the memory of your best technicians. EKRAI repowers this silent asset and makes it available to the whole team, on the customer's preferred channel, with answers that are correct and traceable.

Email and CRM ticketsEKRAI Web (text and voice)WhatsAppWeChatMS Teams and Copilot

Pain & Gain

From a service that chases to a service that retains

Today's pain

Incomplete requests: model and serial missing, back-and-forth with the customer
The tech searches from memory, then manuals, then calls R&D
Long times = unhappy customers and idle machines
The same questions solved a hundred times, never captured
Know-how retires together with senior technicians

The gain with EKRAI

The request is checked COMPLETE before it reaches the operator
A reply is proposed with the right manuals and similar tickets already selected
50% of cases solved at first level, only a fraction sent to R&D
Every confirmed solution enriches the map: solved once and for all
Know-how becomes a protected, transferable asset

How it works

From ticket to validated reply, operator always in the loop

A chain of specialized LLMs — Progressive Prompting — turns the request into a reply ready for validation, drawing only from the official knowledge repowered on the map.

Capture. Ticket, email or conversation (including voice, WhatsApp/WeChat) stored and read with semantic OCR.
Completeness. EKRAI checks model, serial and problem description; if something is missing, it asks the customer before engaging an operator.
Classification. Request type and filter parameters set on the knowledge map.
Targeted search. The Vector DB, fed with clean knowledge, finds the relevant manuals, procedures and similar tickets.
Reply and validation. The draft reaches the operator, who validates and sends; if the answer was incomplete, a Knowledge Task is opened toward R&D/PM.

Real example

A support case, from question to answer

TUBOMATIC crimping machine: the setting is correct only on the first cycle, then it over-crimps.

📨

Data capture

EKRAI collects the missing data — company, contact, machine history — before engaging a technician.

🧭

Classification

The problem is classified as electronic/software and linked to the correct model and serial.

✅

Structured reply

The operator receives a technical answer from the official manual: position sensor, recalibration, pressure valve. Not from a chatbot's imagination.

Why we are different

In after-sales, hallucinations are not a nuisance: they are a risk

A wrong procedure suggested to a customer can stop a plant or create a safety issue. That is why we do not promise zero in words: we build a system where hallucinations trend to zero by method — Knowledge Guardrailing, human validation and progressive convergence, where every reported gap becomes a controlled refinement of the map. The share of complete answers grows month after month.

requests solved at first level without escalation

-0%

reachable reduction in average resolution time

0/7

first contact and data capture, on every channel and language

answers traced to the official source

KPIs to measure in your Service project

First-response time · resolution time · first-level resolution rate · avoided escalations to R&D · share of complete answers (growing) · CSAT/NPS. The cost stays under 30% of the efficiency generated.

FAQ

Does EKRAI reply to the customer on its own?

No: it prepares the reply and proposes it to the operator, who validates and sends. The AI produces, the person decides, with full traceability.

Does it work on our current channels?

Yes: email, CRM, EKRAI Web, WhatsApp, WeChat, MS Teams and Copilot, all backed by the same structured knowledge.

What is a customer who doesn't wait worth?

Bring us a week of your real tickets: we'll measure together how many requests EKRAI can solve at first level and how much time it gives back to your technicians.