Poste Italiane awarded for innovation at Smau

In collaboration with TGPoste

Poste Italiane received the 2022 Innovation Award assigned by Smau, the main Italian fair dedicated to information and communication technologies, for the artificial intelligence system introduced in the customer service model, promoting a radical cultural, organizational and technological change. of intelligence Poste Italiane expresses itself through the various functions of the digital assistant, a sort of automatic “operator” that interacts with customers in natural language on the various services of Poste Italiane, from financial and insurance to shipping, via chat on the website / app and telephone and that supports the human operator allowing him to intervene in case of need, on requests with greater complexity and activities of greater value than the standard and repetitive ones managed by the (ro) Bot. The use of artificial intelligence in customer assistance systems at Poste Italiane evolves by improving its skills and ability to understand and respond to customers and has several positive impacts, both for customers and for the Company: it allows for a service of customer assistance active 24 hours a day, 365 days a year, helps to bring part of the population closer and familiar with advanced technological systems, relieves operators from the most repetitive tasks, to devote themselves to activities that require human intervention.