PagoPA is a public company with a high level of specialization, whose mission is to promote digital public services through the development of innovative projects and the management of strategic technological infrastructures to support the modernization of public administration and the country.
PagoPA Enhances Customer Support with Spitch’s Virtual Assistant for Payment Status Inquiries
PagoPA S.p.A. chose Spitch’s Virtual Assistant to provide Italian citizens real-time payments status checks, reducing the workload on its customer service team, while ensuring full GDPR compliance.
After six months of operation, PagoPA has achieved an automation rate of over 55% through the voice channel, which is available 24/7 to all citizens.
Challenge:
Deliver real-time, accessible digital services while maintaining the highest standards of privacy, security, and AI compliance.
Solution:
PagoPA partnered with Spitch to enhance its phone assistance by integrating an AI-powered Virtual Assistant for payment status inquiries, leveraging Spitch’s “orchestrator”.
Benefits:
- Increased Efficiency: The Virtual Assistant processes requests in real time, reducing response times and easing the burden on customer service.
- 24/7 availability: Users can access the service anytime, even outside call center hours.
- Scalability: The AI-powered Virtual Assistant solution efficiently handles high volumes of requests during peak periods, with zero wait time while maintaining high interaction quality.
