Expanding the skills of the Poste Digital Assistant
With the entry into the energy market, the skills of Poste’s Digital Assistant, the artificial intelligence-based bot that manages and directs customer enquiries to customer service and supports operators, on almost all business areas, are growing further.
In addition to providing general information on the electricity and gas offer, the Poste Digital Assistant is able to check the activation status of the service, check bill payments and record gas self-readings. For more complex enquiries or in the event of difficulties in understanding customer needs, the Digital Assistant directs customers to the Customer Service operators, thus activating a rapid response, putting customer satisfaction at the centre.
In the first months since launch, the Digital Assistant has already addressed more than 100,000 requests with a customer satisfaction rate of about 9 out of 10 on the voice channel and 4 out of 5 on the chat channel.
At a time when digitalisation is an increasingly integral part of the service experience delivery, a service model characterised also by the presence of artificial intelligence is intended to provide additional support to customers, faster and more effectively, so that they can independently solve simple needs and approach the use of new technological means such as interaction with AI in natural language.