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
News
Discover more
Solutions
Case Study
Multichannel Guide to Citizen Services in Healthcare
×
Sara is the new multichannel, web, and conversational guide that helps citizens easily navigate and access the range of healthcare services offered in the Tuscany Region.
Where: italy
Where: italy
Challenge
The goal is to improve the quality of the citizen's digital experience by simplifying and making accessible the fragmented healthcare services that are currently spread across various physical and digital contact points such as websites, apps, phone lines, totem, and physical offices.
Approach
By utilizing human-centered design methodologies and artificial intelligence technologies applied to conversational interfaces, we have developed the first version of the first digital Single Point of Access (SPA) for citizen healthcare services at a regional level in Italy.
Digital Ecosystem
Solution
Digital Ecosystem
Sara is a Virtual Assistant - Digital Human that utilizes artificial intelligence to interact with citizens through text and voice. When a citizen makes a request, Sara analyzes the input text or audio using machine learning algorithms to understand the meaning and intent of the user. Subsequently, Sara uses the knowledge base and classification algorithms of all the services offered by the territorial healthcare of the Tuscany Region to generate an appropriate response and provide the requested information. Thanks to continuous adaptation to interactions with citizens and the supervisory support of human operators, Sara becomes increasingly effective and accurate in understanding needs and answering questions over time.
In addition to the conversational avatar service, the solution provides citizens with a simple and intuitive search engine through which they can access services of their interest.
Results
Training of conversational AI (text and voice) on public services
User friendliness for orientation and access to services
Enhancement of service accessibility for non-digital native citizens
Technologies
AI & Data
![]()
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)
Case Study
Brescia: Sustainable Mobility Becomes a Game
An app to encourage sustainable behaviors by promoting the use of public and private transport, as well as private and shared bicycles for commuting.
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.
-
Research Project
TEMA – Accurate Mapping and Forecasting for Emergency Management
Advanced Technologies and Tools for Natural Disaster Management (NDM)
-
Case Study
Brescia: Sustainable Mobility Becomes a Game
An app to encourage sustainable behaviors by promoting the use of public and private transport, as well as private and shared bicycles for commuting.
-
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.
Recommended for you
Explore additional content associated with the topic
© Engineering Ingegneria Informatica Spa 2025