PagoPA S.p.A. has taken on the challenge of increasing accessibility to services for all citizens through digitalization and conversational AI. In doing so, the company is focused on innovation while adhering to regulations and industry standards related to privacy, information security, and Artificial Intelligence (AI).
By leveraging Spitch's conversational AI technologies, PagoPA S.p.A. has improved its ability to efficiently and effectively handle service requests received through the telephone channel.
The first step of the project involved connecting information sources to the Spitch "orchestrator". Next, we implemented a Virtual Assistant solution in the telephone channel to streamline the management of payment data on the PagoPA platform. This Virtual Assistant provides users with quick and personalized information based on real-time data exchange.
The new automated Virtual Assistant allows customers to get real-time updates on their payment attempts without waiting for a human operator. This speeds up response times and allows users to easily check the status of their payments by providing their identification details to the Virtual Assistant, even outside of regular office hours. Additionally, by offering continuous support 24/7 through the Virtual Assistant, we were able to reduce the number of customer service requests and enhance the user experience.
Stefano Maugeri, PagoPA's Head of Service & Operations, explains, "AI-based technology has allowed us to create a reliable and scalable solution that can handle user requests even during peak times without compromising the quality of interaction."
The omnichannel platform used by PagoPA provides various options beyond just the Virtual Assistant. For instance, users can integrate a chatbot into a website or mobile app for direct interaction, or activate the service on different channels like social media. These different interaction methods offered by PagoPA will assist customers in accessing support from the Service Desk through their preferred channel.
The Speech Analytics feature within the Spitch solution is also significant. This module allows for the analysis of interactions between users and PagoPA S.p.A. to monitor satisfaction levels with the service and ensure continual improvement of the company's support services. The solution complies with privacy regulations by anonymizing personal data during service provision and applying voice morphing to recorded telephone calls.
In this setup, human operators remain crucial in interactions, with AI supporting both automated and human-operated processes. An "orchestrator" (flow coordinator) acts as the customer's personal assistant, managing the integration of any future solutions or applications without changing the front-end, thus minimizing any negative impacts related to technology integration.
The implementation of Spitch's omnichannel platform, including an "orchestrator" to manage information and coordinate interactions, will enhance users' experience with PagoPA S.p.A.'s Service Desk. This will optimize the process at every stage through the use of advanced AI technology, providing a more complete and efficient experience for users.
“Spitch’s conversational AI in combination with the ‘orchestrator,” explains Stefano Maugeri, “will allow us to connect various modules and/or models of machine learning, chatbots, NLU systems, real-time assistants for agents, internal and/or external LLM models, current and future applications, and advanced interaction analysis algorithms for collecting data from various touchpoints (websites, apps, voice assistants, chatbots, etc.), thus offering a personalized and omnichannel experience for customers. Spitch's solution is customer-centric, in line with PagoPA's vision.”
More information about this and many other projects is available via this link. You can also contact us at any time to learn more about Spitch conversational AI solutions.
About PagoPA
PagoPA S.p.A. (www.pagopa.it) is a company that is completely state-owned through the Ministry of Economy and Finance (MEF) and under the supervision of the President of the Council of Ministers, established in order to foster the digital public services that are increasingly easy to use meeting the needs of citizens. This goal is pursued through the development and management of innovative technological infrastructure and solutions, including the PagoPA electronic payment platform, IO, the public services app, and SEND – the digital notification service.
