Virtual Engineer® for Customer Collaboration

Virtual Engineer® for Customer Collaboration is part of the Virtual Engineers Suite, a KFactory® solution developed in partnership with ELIAN Solutions. Virtual Engineers can work individually or as a team, supporting organisations at every level, from operations to the C-suite. They provide expertise, analysis, and recommendations that help organisations operate more efficiently, deliver greater value to their customers, and build a more sustainable future.

Virtual Engineer for Customer Collaboration strengthens customer relationships through increased engagement and enhanced service delivery. This agent enables customers to manage routine requests through self-service, gathers and shares feedback, and supports a faster, more efficient problem-resolution process. By delivering a responsive and consistent experience, it helps build long-term partnerships and customer loyalty. It also manages Service Level Agreements (SLAs), escalates issues appropriately, and provides the information needed to continuously improve the customer experience.

These capabilities complement the standard features provided by the Service Management and CRM modules in Business Central

Customer Collaboration – Benefits

✅ Improved customer experience

✅ Systematic feedback collection and follow-up

✅ Early detection of at-risk customers

✅ Service level monitoring and improvement

✅ Sales order completion

ELIAN Solutions  and KFactory® platform

The Virtual Engineer for Customer Collaboration is one of the results of the long-term collaboration between KFactory® and ELIAN Solutions.

KFactory® is transforming the industrial sector by integrating advanced technologies such as AI, machine learning, and IoT. This solution transforms traditional workflows into a harmonised digital ecosystem, where machines, operators, and support teams work together efficiently to reduce the carbon footprint. The introduction of artificial intelligence represents a fundamental shift in approach, enabling precise performance monitoring aligned with sustainability goals.

Through the partnership between KFactory® and ELIAN Solutions, virtual engineers (AI agents) have already been implemented for several ELIAN Solutions customers.