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Case Study
Generative AI for Customer Care
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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
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From Data to Artificial Intelligence: Services, Products, and Processes for Future-Proof Business.
To know more
Research Project
TEMA – Accurate Mapping and Forecasting for Emergency Management
Advanced Technologies and Tools for Natural Disaster Management (NDM)
Research Project
ARIEN: an AI platform to support the fight against illegal drug trafficking
A holistic approach based on artificial intelligence tools for monitoring the production and illegal trafficking of drugs.
Case Study
Towards Intelligent and Scalable Workforce Management
Together with UKG, a Workforce Management platform was implemented to one of the largest luxury fashion brands to globally improve time tracking, planning, and operational efficiency.
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Research Project
TEMA – Accurate Mapping and Forecasting for Emergency Management
Advanced Technologies and Tools for Natural Disaster Management (NDM)
-
Research Project
ARIEN: an AI platform to support the fight against illegal drug trafficking
A holistic approach based on artificial intelligence tools for monitoring the production and illegal trafficking of drugs.
-
Case Study
Towards Intelligent and Scalable Workforce Management
Together with UKG, a Workforce Management platform was implemented to one of the largest luxury fashion brands to globally improve time tracking, planning, and operational efficiency.
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