On February 6th 2019, Spitch sponsored, together with Oracle and Mikaline, the Talk About Finance & Customer Experience, organized by CMI in Copernico Milano Centrale, Italy.
The event was focused on the evolution of Financial services and their striving for a better Customer Centricity, backed by both data analytics to cluster customer information, and by the use of voice technology as a powerful interactive tool.
Piergiorgio Vittori, Global Development Director, Country Manager Italy & Regional Director UK&Ireland made a presentation «Finance, not just automation and security: CX and compliance thanks to Speech Analytics».
The presentation showed how customer experience and process improvement in Financial Services may benefit from the use of artificial intelligence and vocal technologies: solutions span from compliance to biometric verification, from Smart IVR to sentiment analysis. Thus, voice innovation is no longer "virtual" words or hopes, but a living reality of today.
In the first part, Piergiorgio Vittori spoke about the results of a consumer survey by Spitch and Lewis about the attitude of Italians to voice technologies use and market penetration. As per client cases, the implemented speech analytics solution for Swisscard (leading issuer of credit cards), and the creation of a compliance automated auditing process for a large contact centre BPO were thoroughly investigated.
As per CX-affecting solutions, Piergiorgio discussed the voice biometric authentication Hybrid Approach as Spitch designed it, together with the Lingware Suite platform which enables partners to tailor their solutions to specific environments and clients. As a conclusion, he shared Spitch vision of 2019 trends in the development of voice technologies for Italy.
The event was attended by banking, insurance and wealth management executives, together with current and perspective partners, and was followed by an animated Q&A and networking discussions.
If you are interested in this topic and would like to receive the *PDF of the presentation, please send us a request.