Engineering: leader della Digital Transformation

Engineering Innovation in

Digital Finance

AI Virtual assistants for Customer Care

We adopted Generative AI, in particular ChatGPT with Azure platform services, to enhance customer service for a bank

Approach & Solution

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By leveraging ChatGPT’s natural language processing capabilities, our solution can interact with customers in a human-like manner, understand the content of conversations, derive intents, and classify requests based on the bank’s domain-specific information.


Our solution enhances conversation quality, problem-solving abilities, routing accuracy, and response quality of existing bots.

As a result, the deflection rate (reduction in the need for human operators) increases, sentiment scores for customer assistance improves, and the availability of 24/7 support contributes to higher Net Promoter Scores (NPS) and improved app ratings for the bank.

Generative AI empowers the virtual assistant to provide personalized and efficient customer care, enhancing the overall customer experience.


Increased deflection rate

Improved sentiment score

Increased NPS

Increased rating of the bank's app on the stores

Enabling Technologies

AI & Advanced Analytics

Project Team

Data & Analytics