As we turned the page of the calendar, we entered a new year filled with remarkable achievements and meaningful challenges brought by the Ena project for Econt. To look back, in 2022 DigiTech Consult began its collaboration with Econt, a leading logistics company operating in Bulgaria, Romania, and Greece. Econt maintains an extensive network of logistics hubs, serving over 7 million customers and providing next-day delivery services. As part of the project, DigiTech Consult developed two virtual assistants: Ena for customers and Internal Ena, aimed at improving shipment tracking and enhancing the overall customer experience.
Let us step into the world of innovation and momentum that defined the past year.
The Beginning of Ena in 2022
In April 2022, we began our journey with the Ena project by bringing together the efforts of three dedicated teams: DigiTech Consult as the developer of Ena, Econt as a client committed to turning ideas into innovative solutions, and DRUID AI as the platform on which Ena was built.
Our starting point was a detailed analysis of existing communication channels and Econt’s customer needs, which guided the direction of Ena’s development. This was followed by an intensive phase of process design and system integrations. As a result, the first version of Ena was launched in June 2022. It opened the door to a wide range of capabilities, from shipment tracking to locating nearby offices and checking working hours.
In the months that followed, we continuously analyzed Ena’s performance and user feedback. We consistently introduced new features, including personalized authentication, secure information access, an interactive map of Econt offices, and expanded knowledge capabilities, turning Ena into an even more valuable assistant for customers.
Challenges Along the Way
Developing Ena was a journey through a complex integration landscape, filled with automated processes that had to function seamlessly. For our team, striving for excellence, challenges were inevitable. Some of the key ones included:
The first challenge was designing the structure and flow of the processes. Complex workflows required careful optimization to ensure they were fast and easy for Econt’s customers to use.
Organizing these processes within the interface was like assembling a mosaic. Every element had to be positioned correctly so users could navigate it intuitively and efficiently.
The number of system integrations was substantial, and each one had to ensure complete functionality and reliable data for users accessing Econt’s services through Ena.
One of the most demanding challenges was aligning Ena’s communication tone with customer expectations. Information had to be delivered clearly and instantly, exactly as users expected. This required extensive analysis and close collaboration between the DigiTech and Econt teams.
Overcoming these challenges required continuous refinement and repeated testing, made possible only through strong teamwork and unwavering commitment from everyone involved in this ambitious project.
Ena’s Achievements in 2023 and 2024
After reaching new milestones in 2023 and 2024, Ena became a symbol of innovation and high-quality customer service. Some of the most important achievements during this period included:
1. Expansion of Ena’s Services
Over the past year, we not only expanded Ena’s services but transformed them into intuitive tools that reshaped how customers interact with Econt. From creating and modifying shipments to making online payments, every feature was optimized and improved.
The expanded service portfolio includes:
• Shipment modification
• Online payments
• Shipment manager
• Enhanced shipment creation functionality
• Dynamic news updates
• Editing courier requests
2. Integration Across Multiple Platforms
We created new opportunities for Econt users by integrating Ena into popular platforms such as Viber, the Econt Mobile app, and Facebook Messenger. These integrations made services more accessible and aligned with user preferences.
Customers can now seamlessly use functions such as “Track,” “Modify,” “Pay Shipment,” and “Request Courier” across multiple channels.
3. Innovative Sentiment Analysis
Through successful collaboration and development, we launched the first sentiment analysis solution based on ChatGPT. This marked a major step forward in Ena’s analytical capabilities and its ability to deliver high-quality insights to customers.
4. Increased Adoption and Usage
Ena successfully responded to the growing number of users. Statistics show that usage and user numbers tripled during this period, with strong engagement across all supported platforms.
5. Reduced Need for Contact Center Support
Data shows that Ena independently resolves and answers 94% of user conversations. In only 6% of cases do customers request contact with a human agent. This clearly demonstrates the value Ena delivers through fast and convenient service.
Priorities for 2024 and Future Plans
After reviewing the progress achieved so far, our focus this year is on integrating the latest technologies and further enhancing Ena’s communication capabilities. Additional new features are also planned and will be introduced gradually throughout the year.
Based on Ena’s strong development and performance to date, we are confident that 2025 will bring even greater success and new opportunities. The DigiTech Consult team extends its sincere appreciation to Econt for their trust and partnership, not only in building Ena but also in shaping a new, innovative approach to customer service.
If you would like to learn more about the specifics of this field, please contact DigiTech Consult for additional information and consultation, and begin your journey into the world of AI automation.
