Artificial intelligence in the next generation IVRs




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Taking the user experience to a new level

The insurance company ITAS is used to receiving a large number of calls to its customer care call center. The ongoing reasons why customers were reaching out were often repetitive: some called to learn information on a payment, some to receive the liquidator's telephone contact, some others to find out the status of a claim.

For this reason, ITAS chose to build an innovative solution that enables the company to automate the most common requests via phone, in order to reduce the workload that ITAS’s customer care team is subjected to and in order to equip its infrastructure with a system that is available 24/7.

With the resources available, we were able to take care of just about half of the requests. Today, thanks to our new voice assistant, our response capacity has reached 80% and thanks to a more efficient communication flow, our customer care team is providing specialized answers to more complex issues.

Mirko Migone

Director Of Operations at ITAS


Designing natural voice experiences, in collaboration with IFM - ITAS’s contact center supplier - created a voice assistant capable of managing all telephone traffic concerning requests for information on claims. The assistant is fully integrated with ITAS services and is therefore able to give detailed information on claims to customers who request it and, in pre-established cases, to pass to the operator all the information already collected during the call with the customer.

For the construction of the virtual assistant analyzed the call history of ITAS call center and conducted a series of exploratory interviews with the operators, through which the team learned fundamental insights for the construction of the assistant’s Knowledge Base and the design of its User Experience.


Conversational AI impact on ITAS


Calls managed by the virtual assistant in the first 4 months of activity


The number of memos opened independently by the assistant within the insurance company's systems


of caller requests were handled independently by the assistant without the need for a human intervention

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