Customer service developments
In order to increase inclusiveness by enlarging the customer base that can access assistance, and to optimise and reduce the risk associated with the service model, Poste Italiane favours the automation of the management of assistance requests by means of Artificial Intelligence in order to optimise customer response times, increase customer satisfaction levels, and improve the operational efficiency of internal staff. With a view to evolving the way operators work to serve customers, through a fruitful Human-Machine collaboration, Poste Italiane has planned several initiatives. Among these, the first initiative launched is a new Knowledge Management model (AI Know) based on generative AI, which consists of making product information and procedures useful for managing customers available to internal staff via real-time conversational chat. The source content (knowledge base) is certified and internal to the Group. Customer service evaluates the responses through structured feedback and thus generates a virtuous circle of continuous improvement of the model. Both content maintenance and feedback are worked on by specialists with new skills (future proof competence model with human in the loop). Further initiatives also follow these principles and contribute to making the role of customer service operators more and more sustainable. To date, AIKnow is present in several branches and has generated more than 1 million interactions with an average accuracy level of 93%. Poste Italiane also enables its customers to familiarise themselves with the new AI tools. This exposure to customers of AI-enabled services (which have already been available for some time and will be increasingly enhanced) contributes to generating digital inclusiveness among citizens (more than 100 million customer-AI interactions for assistance in the various business perimeters since the introduction in 2019).