Artificial intelligence and Big Data, the levers to increase customer engagement

In today’s market and in the new dynamics of the productive sectors, how can the needs of increasingly conscious customers who however demand intuitive, effective and rapid services be reconciled with a company’s need to rationalize costs without compromising on customer care and satisfaction? Simple, with an effective end-user customer engagement strategy, based on the most advanced technologies: artificial intelligence and machine learning processes based on data usage.

In the information age, data play an increasingly strategic role for the purpose of entrepreneurial success, as they provide the basis for a series of analysis models and strategies to guide a winning business. With the advent of 5G, the amount of data available is set to grow exponentially, so it is important to establish innovative and effective projects for companies based on the use of Big Data analytics.

In this sector, Exprivia plays a key role, presenting itself as a pioneer of artificial intelligence solutions, already in the year 2000. And, following the merger with Italtel, the Innovation Lab team, involved in Big Data & analytics and AI, was set up in 2011

Exprivia | Italtel aims at creating solutions that understand the customer’s intent, simplifying the use of services, for example by designing advanced conversational interfaces, ranging from chatbots to immersive web environments.

Among the research examples we carry out in our Innovation Lab are Artificial Intelligence experiments conducted on the language used with customers by virtual assistants, to “train” them to better respond to their human interlocutor’s needs and at the same level as them, thus establishing an increasingly advanced level of customer engagement. Applying AI solutions offers considerable advantages to companies: among the most obvious, the automation of communication between the company and the user and the continuum between virtual and real agents allow companies to save in terms of resources and people. But the advantageous scenarios opened up by the use of these technologies can be many more.

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