Algho: The empathetic Artificial Human

It started almost by chance, driven by great curiosity and a desire for innovation, to see if even a small entity, particularly a public administration, could benefit from the introduction of AI in its communication processes. Along our journey, we crossed paths with QuestIT, with whom we initiated an experiment to introduce Emily, a virtual assistant, designed to assist our clients, the entrepreneurs, in finding the information they needed, booking appointments, and interacting with our organization.

My voice is a primary tool for my work. When I experienced voice issues and needed to participate as a speaker at an event, I thought of seeking help from Voice Cloning to be present with my own voice. For this, I found QuestIT to be the perfect partner to develop this project and restore my voice. The platform is intuitive and easy to use.

We choose to constantly invest in innovation and technology, and our recent partnership with QuestIt is part of this process. Through it, we will become the first restaurant chain in Italy to entrust its customer care to an empathetic and conversational avatar: a further step within a broader journey.

QuestIT is exactly what we were looking for: it understands the current needs of businesses and responds with an innovative and forward-thinking approach. The key characteristics of the team are undoubtedly professionalism, precision, and flexibility, fundamental aspects that facilitate the journey towards technological innovation.

In our collaboration with Quest-It, we found a young and highly innovative environment with strong technical expertise. They were determined to empower us as partners, enabling us to promote and implement the Algho solution. They were always ready to assist us in taking the first steps in complex technologies that lend themselves to solving communication issues with end consumers, even in diverse situations.

The project we realized, "Kiosk Mode," required an Artificial Intelligence Digital Human Interface algorithm, and who better than QuestIT could embark on this adventure? The continuous, professional, and swift support that QuestIT provides is unparalleled.

This solution available to the public administration represents a significant step forward for the digital transformation of the city of Treviso, with the perspective of dematerializing processes. This tool, which, in its various applications on mobile devices or e-commerce websites, is also making it easier for older citizens to access services, will provide substantial assistance in terms of efficiency and the ability to access the requested services with a simple message in this version developed for the Municipality of Treviso.

Since 2014, when the management began, Sei Toscana has found itself dealing with a continuously increasing volume of contacts to its customer care. From 83,000 calls in 2014 to over 350,000 calls last year. For this reason, the company, well ahead of many similar organizations, decided to invest in improving its service, becoming the first local public utility company to automate the call management process with a virtual assistant using the Algho platform, which represents excellence in the world of artificial intelligence.

Another important milestone achieved in the digitalization journey that GAIA has been pursuing for some time. In the first phase of the project, the virtual assistant was capable of providing informative responses generated from a static knowledge base. In the second phase of the project, which we are launching today, the virtual assistant becomes capable of providing dynamic responses regarding users' bills thanks to an integration with the systems. A virtual assistant that answers personalized questions about individual accounts reduces consultation times almost to zero, which can be done virtually anywhere, even from a smartphone, in a matter of seconds.