[Industries]

Financial Services

Artificial Intelligence solutions leveraging the improvement of customer experience.
Almawave offers a new model of human-to-human and human-to-machine customer engagement, based on AI-driven technologies, to provide customers with fast, efficient, consistent and above all tailored financial services.

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Information Management

[Target]

[solution]

The solution enables the data-driven decision-making process, ensuring interoperability, accessibility, and transparency, as well as process simplification.
A unified vision of data and structured (database) and non-structured (documents) information to query information assets in natural language, also in dialogue mode, and allow a wider and more immediate fruition for employees and customers.

Products implemented

[solution]

The solution enables to understand the perception of customers regarding the quality of offered services.
Advanced opinion and sentiment insight is executed through the analysis of phone contact channels (speech analytics) or chat, e-mails, web (text analytics), in full compliance to ruling regulations (i.e.: phone anonymization and morphing). The collection and analysis of information also from the social network and the web enable the interpretation – from both a qualitative and quantitative view – of the sentiment and concepts expressed by people.
An End-to-End model putting the customer at the center, in full compliance to privacy, for a continuous evolution of services.

Products implemented

[solution]

The solution enables to analyze and search in natural language information and data from “web open sources”, in multi-language mode.
Topics of interest can be easily and automatically detected; most relevant concepts and entities can be retrieved to extract knowledge to share within the company (for instance via means of newsletters, and/or portals).
An agile and very complete process to manage topics of interest, transforming and enriching internal communication.

Product implemented

[solution]

The solution enables the acquisition of news and multimedia contents directly from global broadcasting companies, in near real-time mode, and the availability of an advanced search engine to access contents of interest, together with full transcription.

Platform implemented

[solution]

The solution enables the verbalization, transcription and subtitling of spoken Board meetings or general-purpose meetings, with audio file synch with real-time multi-language translation.
Universal access to contents also for people with hearing difficulties or problems in understanding the Italian language.

Products implemented

Natural interaction

[Target]

[solution]

Three multi-channel solutions for dialogue interactive management in natural language (text & voice), available in H24/7x7 mode and organized, for instance, into:
- providing information, improving efficiency of services to customers (i.e.: advancement status of refund process as per insurance plan, status of mortgage agreement/renegotiation/subrogation, etc.), with tangible benefits in terms of customer experience and operations cost crunch
- understanding employee requests, received by the Service Desk, to provide with support in the field of ICT or automatize internal management processes
- supporting, in the field of HR, new employees in the onboarding process, with real-time involvement of a subject matter expert (human-in-the-loop)

Products implemented

[solution]

The solution supporting Contact Centers enables cross-interaction with customers.
Integrated with Iride® Wavebot virtual agents, it manages the multi-channel acquisition and retrieval of information from external systems, classifying contents and analyzing the reasons for contact to provide with an effective and timely reply to customers.

Products implemented

[solution]

The solution enables the automatic management of communications received through different channels of contact – certified e-mails, faxes, e-mails – via means of content classification and request assignment (dispatching) to “subject matter experts” and competent organization Depts..

Product implemented

[solution]

The solution enables the automatic management of communications received through different channels of contact – certified e-mails, faxes, e-mails – via means of content classification and request assignment (dispatching) to “subject matter experts” and competent organization Depts.

Product implemented

[solution]

The solution, based on a unified and dynamic Front-End, enables the easy interaction with legacy systems, real-time retrieval of information present on the different platforms, supporting process automation (RPA), simplifying the effective management of contacts.
Interactions with customers become easy, fast, resolutive.

Product implemented

[solution]

The campaign management solution enabling the automation, with different modes, the dispatching, and retrieval of information over different channels of contact, and quality monitoring of provided services.
Quality surveys are natural language-based, collect and analyze precious feedbacks for service upgrade.

Product implemented

[solution]

The solution enables the training process management through e-learning sessions, with gamification tools and simulation of operations processes. Functionalities also include post-training evaluation.

Product implemented

Financial Services

Information Management

Natural interaction

The natural interaction with technology