The motivation for the adoption of a chatbot solution is providing customers with a valid after-sales support able to answer common technical questions, reducing the overall inbound generated by the channels of traditional assistance.

The solution adopted: a virtual assistant to support customer service

Pat’s chatbot, Engagent, offers the new 24/7/365 support channel providing real-time answers to Zucchetti INFINITY HR solutions.

Engagent is an intelligent assistant who has the ability to learn from the questions submitted by customers and to manage new topics in a flexible way. After about two years from the adoption of the platform, its database of recognized topics has grown significantly:: about 30% of the contents have been created on the basis of customer questions, thus improving accuracy of reply.

Today the chatbot is able to respond independently to 60% of the questions asked by Zucchetti customers and manages about 1000 monthly interactions.

The great value of the project, called “HR Virtual Assistant“, is being able to offer a high-performance after-sales service, easy to use and simple to access by customers. When providing an answer, The chatbot may suggest to also display video tutorials or a specific resource in the document area.

Furthermore, the chatbot proves to be a valid support in request peaks, such as the release of a major release or during legislative changes.

The head of post-sales services HR Zucchetti, Bruna Piceni, declares:

While deploying the “HR Virtual Assistant” project, based on the Engagent chatbot, we were confident to be able to provide our customers with an innovative user experience that would meet their expectations.

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Arval, company owned by BNP Paribas and leader in Italian long-term rental sector, has been present in Italy since 1995 and manages over 200.000 vehicles at national level and more than 40.000 customers.

Arval Italia’s mission is providing long-term rental solutions to its customers, through consultancy and dedicated, innovative and dynamic services, able to meet their digital expectations.
To achieve this goal and provide more and more Customer Centric online services, Arval Italia chose introducing Engagent, Pat’s Chatbot, which supports the company in this new Customer Experience digital and optimisation strategy.

What is the support that a Chatbot could provide to car rental services?

Engagent manages interactions with customers in an instantaneous and completely automatic way, dealing with a variety of topics such as: personalised estimate, customer assistance, booking a car inspection service in the workshop.

Engagent, applied on company’s institutional website, enhances relational dynamics with online customers, channels customers’ needs, simplifies their navigation and information research.

Marco Cerrato, Web Marketing & Acquisition Manager, says:

We wanted a complete and scalable solution, able to meet the needs of our Business. A solution that could strengthen the engagement of users on the web, improving the relationship and better qualifying them.

Engagent, Pat’s Chatbot, has become the first touch point for web users and the main vehicle for relationship and knowledge with the company. This dialogue tool captures leads’ attention, who would otherwise be lost, qualifies the customers, their needs and future requirements. This is a full-fledged virtual assistant, dedicated to the improvement of Customer Experience for Arval Italia’s customers.

Discover  the case study Arval Italia and the advantages achieved by using this technology.

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L’Ospedale San Raffaele (OSR), is a clinic-scientific-academic structure with international importance located in Milan that had chosen Pat to reorganize his IT Service Desk, making it a single point of contact between OSR users and the IT direction which at the moment supports more than 6100 users and 4800 workstations (shared between clinic, research and clerical workers).

OSR needs were aimed to redefine, organize and automate the Service Desk to guarantee a concrete and efficient traceability of the users requests and to define definite times for the SLA. The choice of the PAT solution HelpdeskAdvanced was influenced by the characteristics of the platform: the quality of the application 100% Italian that competes with several international solutions, the automatization of the processes to respond to the service evolution and to the daily and future challenges, its scalability, the possibility to customize it and the high configurability to respond to the specific OSR requests.

HelpdeskAdvanced implementation has delivered good results concerning User experience, because users can quickly open their tickets with a correct request classification and an efficient assignment to the correct operator, and concerning also the reduction of the necessary time for the resolution of the tickets.

We chose HelpdeskAdvanced because it’s a solution that can evolve, following new user’s needs or according to the processes that are going to be defined. HelpdeskAdvanced has been implemented in only 3 months and we observed a reduction of 30% of the first level phone requests. Through this platform we realized a detailed Service Catalogue, where users can easily surf and find the type of the request to ask for. Nowadays we receive 60% of the new requests already categorized and processed.

Giuseppe Miracoli, OSR Service Desk director declares it.

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IMA Group, world leader in the design and manufacture of automatic machines for the processing and packaging of pharmaceuticals, cosmetics, food, tea and coffee, has choosed Pat’s experience to centralize and standardize its services with a software solution able to manage around 30,000 incidents per year. It also provides a unified support for all 6,000 Group users, located in Italy and around the world.

Following the quick expansion of IMA Group over the last few years, the management of centralized IT services has become more and more complex for the IMA team, requiring a big step forward in terms of structuring services and standard procedures. A few years ago, IMA users were 70% based in Italy and belonging to the same infrastructure, but in the last period, requests came from many different channels, not all supervised and not all integrated.
In this evolutionary context, IMA Management has experienced the need to structure a standard and traceable resolution process: therefore, the Ima Group automates its IT Service Management worldwide using HelpdeskAdvanced platform.

HelpdeskAdvanced coordinates and manages multichannel services, requests, and incidents, and manages standard specific processes such as Incident, Asset and Facility Management. With the introduction of the web portal for users, IMA has been able to structure a detailed Portfolio and Services Catalog, through which each user, from any division or branch abroad, can easily navigate and identify the type of request to be made.

We relied on Pat’s experience and thanks to the HelpdeskAdvanced core platform, we redefined a new standardized and centralized operating model, which aims constantly to improving user experience. With Customer Portal, the new web channel for users, over 40% of the reports are opened and categorized in self-service mode, that previously were handled via mail or phone, with a large overload of operators. The tool has been instantly appreciated by users who use it with satisfaction in self-service mode and by the same operators that have improved their quality of work.

Ing. Salvatore La Malfa, IT Performance Analyst.

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