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Channel management
Channel management
Single interface for integrated and efficient customer care
Use case
Unified management of requests coming from different communication channels
Opportunity
Accelerating innovation in Public Administration by improving user experience and operational efficiency for contact center operators through the use of Artificial Intelligence-based solutions.
Challenge
A single interface to make customer service operators' work easier and faster, enabling users to self-service the simplest requests and supporting more complex processes, like handling complaint calls, thanks to features such as:
- customer voice identification with access to data and interaction history
- automatic dispatching of requests to specialized technicians
- sending personalized communications and service quality surveys.
Solution
Systems for Contact Centers that integrate managing requests from different communication channels (phone, email, chat) into a single front-end, automatically identifying and extracting key information, classifying requests by urgency, and giving the agent tips for faster customer issue resolution.
Information
on services, hours, and specific procedures and practices (taxes, incentives, submitting requests, fines, certificates, etc.)
Automation
of services like booking appointments or issuing certificates
Support
for service operators (collections, pensions, benefits, and recognition of disabilities, etc.), staff at employment centers, business help desks, building offices, and similar
Invio
di promemoria personalizzati su scadenze, adempimenti e nuovi servizi (versamenti fiscali, vaccinazioni, tributi locali, scuola, campagne di comunicazione, ecc.)
