Your evolution, your digital journey
Towards a digital Government
The digital agenda sponsors an innovation technology infrastructural path of transformation within the public sector.
The analysis of the needs of citizens and businesses in interactions with the Public Administration is at the center of the transformation.
The Almawave solutions for the PA offer transversal functionalities that enable the dissemination of open and shared data, the simplification of dialogue with the citizens, the data enrichment to enhance the contents of the interactions.
Almawave is a key partner for central and local administrations in the implementation of initiatives in the field of Big Data, Open Data and online services for citizens.
The main Almawave solutions for the PA, for the real-time analysis of the client’s needs expressed in natural language, are:
- Knowledge Management to simplify the search for contents in natural language
- Information Discovery and Text Mining Technologies for Open Data and Big Data real time monitoring
- Text Analytics for citizen needs and communications real-time understanding and classification.
The Smart City Control Platform, based on Iride® proprietary technology, allows us to improve the usability of information, enabling a drastic simplification of services aimed at citizens in areas such as Tourism, Security and Transport.
The contribution of the IRIDE-ESAW project was significant, which envisaged how the new classification / coding of ESAW / 3 variables was supported through a facilitator system, in this case a semantic engine, capable of improving the quality of the recorded data, simplifying the process of such registration and reduce the time costs resulting from processing a complaint. The IRIDE project therefore places itself at the forefront at national and European level as the first experience applied through the use of the so-called artificial intelligence.
Source: “La Codifica ESAW Diventa Motorizzata”, INAIL® Data, number 10, October 2016, pages 37-40
A European best practice for safety and prevention
A technological platform supporting the National Institute for Safety at Work & Incident Prevention: analysis of information describing the incident at work, understanding the way causes and circumstances of the incident are represented, intervention on individual incidents according to automatic classification patterns.
The use of Iride® platform semantic engine has enabled the achievement of levels of accuracy in text classification higher than 90%, according to international reference coding standards (ESAW) in the sector.
Incident at work automatic classification project was awarded the title of “best practice” of technology innovation for safety and prevention within the “ISSA-GOOD PRACTICE AWARDS EUROPE 2016” competition.
A Big Data platform for PA
A system supporting real-time monitoring of open sources, such as TV channels, websites and social media, for preventive safety analysis purposes.
Iride® platform has been used for multi-source content broadcast & internet multimedia content acquisition, transcription, indexing and search, to enable smart monitoring, search and navigation through current information ontological analysis.
The project is currently up & running in 12 languages, including Arabic and Turkish, in addition to Italian and the main European languages.
Telco & Media
Customer centric strategy
Digital transformation, evolution of analysis tools and new features offered by Artificial Intelligence have defined new customer relation patterns, enabling new, more integrated and accessible engagement models.
Customer journey analysis it the transformation core: only an integrated reading of business information can offer a consistent customer experience over multiple, physical and digital channels, making the achievement of operational excellence easier.
Almawave encourages new strategies of loyalty and customer retention for a customer expectation-oriented offering in a very dynamic industry, through multi-channel, mobile and artificial intelligence technologies.
A new generation of customer analytics for a proactive one-to-one marketing and engagement model that enhances human contact and effectively introduces automation.
The main Almawave solutions for the Telco & Media market, for real-time analysis of customer needs expressed in natural language, are:
- Knowledge Management enriched by advanced content editing capabilities to streamline content management and search
- Text Analytics for real-time understanding and classification of customer needs, expressed on the various contact channels
- Speech Analytics for complete transcription of operator and customer interactions
- Automatic speech recognition, text mining and AI technologies to optimize multichannel customer engagement.
Implementing Iride Voice we can manage the transformation of enterprise operations, explore new routes to nurture and grow customer relationships, and create innovation.
Source: “Sky Italia: sceglie Almawave per analisi voce”, Corriere della Sera / Flash News 24 – Corriere.it, 29 September 2015
Almawave’s evolved Speech Analytics platform, which we use as an innovative technological solution in our Contact Centers, allows us to optimize intervention times and provide precise and personalized answers to the various requests, with the aim of further improving customer satisfaction and to make the assistance process ever more effective, efficient and omnichannel.
Source: CMMC 2018 Award, Customer Management Technology Award, Milan, 12 April 2018
Automated classification of calling reasons
The ontological-semantic engine implemented by a national leading TelCo operator enables Contact Center operators to automatically classify customer needs, through real-time interpretation of natural language requests.
Tangible improvements have been achieved, in terms of call management time reduction and contact classification quality.
Integrated with the main Contact Center CRM systems, the solution improved customer relation performance: used by over 2,000 Contact Center operators, it manages over 5,000 reasons for contact, with an accuracy level higher than 85%.
Knowledge Management System
The Knowledge Management platform has been implemented by a global leading TelCo operator for content generation and publishing purposes, by making access to the company document basis easier, through a powerful one-click-search functionality, based on Iride® KM semantic engine.
End-to-End functionalities for multi-channel content management, consultation and maintenance have been implemented. The implemented reporting feature additionally enables monitoring and check of any and all steps in the knowledge base editing and access process.
The solution has been released over different geographically distributed sites, for over 4,000 users accessing about 40,000 documents stored within the knowledge base.
Energy & Utility
Real time customer analytics and multichannel engagement
The deep transformation of the Energy & Utilities industry over the past few years has led to more and more competiveness.
Industry operators are pushing on innovative technologies, urged by the need to adopt new business strategies, based on a wide range of more and more flexible offers and products.
Iride® platform offers innovative, dynamic, modular and scalable answers for quality compliance monitoring of contracts subscribed in teleselling, voice-of-customer-based customer analytics, integrated with other identified information, and marketing campaign management.
The main Almawave solutions for the Energy and Utility market, for real-time analysis of customer needs expressed in natural language, are:
- Verbal Order for automation and validity verification optimization of teleselling contracts
- Speech Analytics for complete operator and customer interactions transcription and comprehension
- Automatic speech recognition, text mining and AI technologies to optimize multichannel customer engagement.
ENGIE Italy is the first operator in energy services in Italy, the fourth in the gas sector and the sixth in electricity. For us, innovation, digital and quality of service are priorities. This is why we have implemented Speech Analytics, an advanced and innovative solution that will allow us to respond even better to customer needs, optimizing the management of Customer Care and the service provided to our million end customers.
Source: Trophee Innovation Award, Digital Innovation & Design Shop Category, CEFRIEL, 14 July 2016
Speech Analytics to understand the Voice of the Customer
The solution, based on speech recognition and semantic analysis proprietary technology, enables careful and massive monitoring of customer-operator interactions over voice and chat channels.
Customer and operator concepts can be analyzed separately. Achieved results are: time reduction in call management, decrease in claims & complaints, increase in Contact Center quality level and customer satisfaction. Iride® Voice is currently used to analyze over 1 million conversations a year.
Verbal Order check procedure automation
The solution automatically compares audio tracks of verbal orders with teleselling contract texts, through voice recognition algorithms and text mining.
Achieved results consist in contract re-reading time crunch, decrease in the time of contract formalization and validity systemic check.
Iride® Verbal Order up-to-date has analyzed over 800,000 verbal orders.
Digital customer journey
Digital transformation has created new behaviors and requirements within the banking and insurance market, traditionally linked to the physical network, which have pushed industry operators to choose multichannel as the main lever to enhance customer experience.
Almawave offers a new human-to-human and human-to-machine customer engagement model through advanced data analysis and Artificial Intelligence solutions and tools that enable a fast, efficient, consistent and customer-profiled journey.
The customer voice becomes the basis for redesigning products and services, building new loyalty and retention models, and developing business in an increasingly complex ecosystem.
Almawave major solutions for the Financial Services market for a digital customer journey of excellence are:
- WaveBOT as a virtual assistant (text and voice) to support financial intermediaries for managing customers on insurance products
- Digital Channel Hub to select the best management channel in interaction with the customer
- Knowledge Management to simplify the search for all content in natural language
- Automatic speech recognition, text mining and AI technologies to optimize customer engagement on field.
The ASF Agent Service Floor application provides the agency network with a timely and effective assistance service that simplifies access to the various company functions and allows better customer service, thanks to the use of innovative systems that enhance the multi-channel nature and index the requests according to targeted algorithms.
The agents now use a unique control panel, “Iride ChannelHub”, which provides them with chat, audio and video channels – also via mobile app – to communicate with the Management and respond in real time to any needs emerging in the area.
Source: CMMC Award 2018, Chatbot Award & AI Customer Service, Milan, 12 April 2018
The contact management system of global leading company within the insurance industry to simplify interactions between insurance agents and headquarters: Almawave platform enables unified multi-channel management, trouble ticket semantic search and classification.
The consolidation of company processes has led to an increase in business operation: prompt replies due to decreased times of information search.
The solution is currently used by about 1,000 agencies spread over Italy.
A Business Intelligence solution implemented by a major Italian Bank has enabled the centralization of information from different Business Units within a data warehouse system.
Bank transaction information of different institutes is integrated, stored for analysis purposes, and made available through a single point of access for invoice monitoring and accounting.
The system managed over 50 information flows from 9 different sources. The data warehouse system additionally offers a data supply service to requesting units.
Towards an “extended” customer experience
The new mobility scenarios impose a systemic vision on the Transportation industry as far as intermodal mobility, journey experience sharing, context-aware services, and mobile everything patterns.
Users are always connected and appreciate digital services overcoming physical infrastructure barriers.
Almawave offers solutions enabling to reach on-the-move users over multiple channels, understand needs by interpreting the voice of the customer, and provide customers with prompt and proactive support during journeys and local commuting.
Almawave solutions for the Transportation industry are:
- Channel Hub for multi-channel engagement (chat/videochat, social, e-mail, etc.)
- WaveBOT as a virtual journey assistant
- Social Listening & Text Analytics for voice-of-the-customer interpretation
- Automatic speech recognition, text mining & AI technologies for remote and on-field operation optimization.
As part of the Customer Experience Insight program, Trenitalia “has adopted Almawave’s Big Data Insighting platform to monitor and analyze the customer experience through new multichannel monitoring models, enable commercial strategies and rethink transport services for a customer who want to receive more personalized offers to their travel experiences. The program is a successful experience and a constant topic of discussion, both in the operational tables of the line and in the Corporate Business Committee”.
Source: CMMC 2017 Award, Customer Experience Management Award, Milan, March 22, 2017
The Voice of the Customer for a customer journey of excellence
A Big Data Insight platform for a leading railway transport operator for customer experience monitoring and analysis through new models of cross-channel monitoring, with the understanding of free and disintermediate data enriched by business data.
Multilingual monitoring of the client’s voice on 6 social channels, web-form complaints, chats, etc. The evidence is made available on operational and directional dashboards.
The new tool made it possible to verify the effectiveness of commercial strategies to rethink transport services available to a customer who wishes to receive increasingly personalized offers for their travel experiences.
On-line engagement & social caring to be closer to customers
The multichannel on-line engagement platform allows to expand coverage and customer service interventions through easily usable interactions that integrate traditional channels (telephone, fax, etc.) with innovative and digital channels (web-chat and social).
The new service has enabled the implementation of an effective social customer care strategy via Twitter, Facebook and on the website; to manage all interactions with integrated multichannel optics; to trace and measure the results of Customer Care.