During the AI Week, the use of artificial intelligence by Poste was rewarded in around 50 million interactions with the public
Poste Italiane has received a new and important recognition in the field of innovation. The company won the award named after the US computer scientist John McCarthy at the AI Week 2023 in Rimini for having distinguished itself in the application of artificial intelligence in the field of customer assistance.
Poste Italiane received recognition for having already intercepted and routed 50 million contacts with customers with this technology, of which an average of 30% of cases managed in complete autonomy by the Digital Assistant on the various channels. Customers have also rewarded this choice: the degree of satisfaction is 9 out of 10 customers for voice channels and 4 out of 5 in text channels.
Poste Italiane’s Digital Assistant was launched in 2019 and is based on a mixed AI-Human system: it uses an approach in which AI does not replace Human, but is a support for both customers and employees employed in the assistance service. The “I didn’t understand”, i.e. the gaps in understanding, are worked on daily by AI trainers (former call center operators who have acquired new skills) to “train” the artificial intelligence to better interpret future requests.