Markets
Engineering offers a wide range of products, services and projects, organised in 11 portfolio areas.
Discover more
Technologies
Engineering complements its offerings by grounding the value of technologies that enable Clients in Digital Transformation.
Discover more
Platforms
With 40 years of experience, we have developed a portfolio of proprietary platforms, frameworks and tools for the digital transformation of our Clients' business processes.
Discover more
Papers
Discover more
Stories
Discover more
Podcasts
Listen to Engineering podcasts on computing and technology: AI, Big Data, Blockchain, Cloud, Cybersecurity, IoT and more...
Discover more
Events
Discover more
Solutions
Case Study
Generative AI for Customer Care
×
We adopted Generative AI, in particular ChatGPT with Azure platform services, to enhance customer service for a bank.
Where: italy
Where: italy
Challenge
Our aim is to develop a more effective system for interaction and classification of customer requests compared the as-is condition.
Approach
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.
Digital Ecosystem
Solution
Digital Ecosystem
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.
Results
Improveed sentiment score on the assistance provided
Increased NPS (net promoter score)
Increased rating of the bank's app on the stores
Impacts
Technologies
AI & Data
![]()
From Data to Artificial Intelligence: Services, Products, and Processes for Future-Proof Business.
To know more
Research Project
QLMD: Quantum Computing for an efficient urban logistical ecosystem
Applying Quantum Computing to urban logistics to optimize routes, reduce costs and emissions, improve sustainability, and tackle complex problems with scalable solutions.
Case Study
Reengineering of the Health Record of the Regione Molise
The evolution will facilitate information sharing among healthcare facilities and ensure citizens access to an integrated and coordinated service.
Use Case
Introduction and Implementation of the GOL Program
Introduction of the Workers Employability Guarantee Program (GOL) in Information Systems for Employment and Vocational Training.
-
Research Project
QLMD: Quantum Computing for an efficient urban logistical ecosystem
Applying Quantum Computing to urban logistics to optimize routes, reduce costs and emissions, improve sustainability, and tackle complex problems with scalable solutions.
-
Case Study
Reengineering of the Health Record of the Regione Molise
The evolution will facilitate information sharing among healthcare facilities and ensure citizens access to an integrated and coordinated service.
-
Use Case
Introduction and Implementation of the GOL Program
Introduction of the Workers Employability Guarantee Program (GOL) in Information Systems for Employment and Vocational Training.
Recommended for you
Explore additional content associated with the topic
