Eucatex launches the Íris Digital Agent to transform technical support

Eucatex faced a high volume of technical demands related to questions about products, surface preparation and diagnosis of pathologies, coming from both end consumers and construction professionals and salespeople. This service depended heavily on human experts and dispersed technical materials — such as leaflets, technical standards and guidelines from sectoral entities — which generated inconsistencies in responses, increased operational costs and scale limitations.

In addition, the absence of an intelligent digital channel, capable of understanding different types of input (text, image and audio), made it difficult to provide more agile and accurate service. This negatively impacted the customer experience and restricted the expansion of Eucatex's digital presence on strategic channels such as the website and WhatsApp, where users expect fast, reliable and technically correct responses.

To face this scenario, Made implemented the Íris Digital Agent, a solution based on Generative Artificial Intelligence, using Amazon Bedrock and large language models, integrated with a vectorized knowledge base with official Eucatex technical content.

The solution was designed with an architecture composed of three specialized multimodal agents, who act in an orchestrated manner to deliver accurate and contextualized responses to the user:

– Stock and Availability Agent
Responsible for consulting updated information on product availability, lines, variations and stock status, allowing for more assertive responses aligned with Eucatex's commercial reality.

– Specialist Problem Diagnosis Agent
Focused on identifying pathologies, application failures and problems technical, this agent interprets texts, images and audio sent by users, analyzing surfaces, contexts of use and reported symptoms to support technical diagnoses in a safe and consistent way.

– Product Recommendation Agent
Specialized in the entire Eucatex catalogue, this agent crosses the technical diagnosis, the context of use and the characteristics of the products to recommend the most appropriate solution, providing the user with clear, objective and technically based final guidance.

The agents operate with defined technical criteria and business rules, ensuring adherence to the sector's technical standards, product leaflets and Eucatex's internal guidelines. The solution also features advanced visual understanding, integration with regulatory bases and an administrative platform that allows you to monitor interactions, monitor indicators such as NPS, identify recurring doubts and continually evolve the knowledge base.

Designed with a scalable, secure and governed architecture, Íris is prepared for integration with multiple digital channels, such as the web and WhatsApp, supporting the future evolution of Eucatex's digital strategy.

With the Íris Digital Agent, Eucatex began to operate a more efficient, standardized and scalable digital technical service. The automation of a large part of recurring queries significantly reduced technical support costs and freed up human experts for activities of greater strategic value.

The coordinated action of the three agents increased the level of accuracy of responses, reduced the risk of incorrect guidance and strengthened the perception of Eucatex as a technical reference in the market. By offering faster, more accessible and multichannel service, the solution increased customer satisfaction, increased engagement and directly contributed to the conversion of services into sales.

In addition, the scalability of the platform allows it to absorb growth in demand without a proportional increase in staff, ensuring continuous gains in operational efficiency and a positive and sustainable ROI over time.