Artificial Intelligence PagoPA chooses improves access to employment data public services thanks to the collaboration between PagoPA and Spitch ? a company that offers conversational AI solutions. The adoption of Spitch’s omnichannel platform by the public tech company will allow to enhance the PagoPA assistance service ? offering a more fluid and efficient user experience? available at any time of the day.
ensuring rapid and precise responses. In this first phase of the project?
The partnership aims to optimize the management of assistance requests received via the telephone channel ?a virtual telephone assistant was implemented which? connected to the Spitch “orchestrator”? allows users to receive real-time information on payments made through the pagoPA platform. This has allowed the operational efficiency of the service to be improved? reducing waiting times and providing active support even during time slots when the call center is not operational.
Thanks to this new solution? users color highlighting of variables etc. can check the status of a payment by simply dictating the transaction details to the virtual assistant? thus avoiding long waits to speak to an operator. AI ensures a service available 24 hours a day? seven days a week? contributing to a more flexible and effective customer experience. “The technology based on Artificial Intelligence (AI) made available by Spitch has allowed us to implement a reliable? but above all scalable solution? which welcomes user requests even at peak times? always guaranteeing the quality of the interaction” said Stefano Maugeri ? Head of the Assistance & Operations Area of PagoPA.
But the enhancement of the assistance service does not stop there
The adoption of the Spitch omnichannel platform opens the way to new evolutions ? including the integration of chatbots on web pages? mobile apps and social media? offering a personalized and accessible support experience across different channels. A central role is also played by the Speech Analytics module? which allows to analyze the interactions between users and call centers to ensure constant improvement of the service.
Maximum attention has been paid to b2b reviews protecting user privacy : “The solution operates in full compliance with privacy regulations by making personal data processed in the provision of the service anonymous? as well as in the case of telephone call recordings? by applying voice morphing. In this context? the human operator continues to play a key role in the interaction” explained Piergiorgio Vittori? CEO of Spitch Italia and International General Manager of Spitch.
The collaboration with Spitch allows PagoPA to consolidate its role as a driver of innovation in digital public services? always placing the citizen at the center. “AI through the Spitch ‘orchestrator’ will allow us to connect various modules and machine learning models? chatbots? NLU systems? real-time assistants for agents and advanced interaction analysis algorithms? thus offering a personalized and omnichannel experience for users. Spitch’s solution puts users’ needs and preferences first; an approach in line with PagoPA’s vision: to contribute to the development of a digital ecosystem with the citizen at the center” concluded Maugeri.