Case Study: Soris

Chatbot per la gestione della riscossione di tributi regionali

INDUSTRY: PUBLIC ADMINISTRATION

Case Study: Soris

Chatbot for regional tax collection management

INDUSTRY: PUBLIC ADMINISTRATION

The challenge

For Soris, a collection company in Turin, we set ourselves the goal of implementing a project capable of automating a complex scenario such as tax collection.

The challenge included the following KPIs:

  • OneBotSolutions (Bot Solving Interactions): >30%.
  • Automatic data collection: >70% of non-resolving interactions

  • Saving time on average operator time: -30%.

How we faced the challenge for Soris

Phygital Process: Chatbot + LiveChat

We created a hybrid workflow that includes:

  • a chatbot, to respond to first-level requests from taxpayers with escalation to the operator
  • LiveChat for complex requests, thus facilitating the operator's management by automatically enriching the information requested by the system.

In addition, we created a front-end system for handling bot faults, which allows a response to be re-channelled to the correct intent by the operator when handling the ticket.

Solutions adopted

Centriko, la piattaforma per la Digital Transformation

Tools used

Chatbot

LiveChat

Machine Learning

Artificial Intelligence

Achievements

Achievement of targets and customer satisfaction

Percentage OneBotSolutions
0 %
Saving time on average operator time
0 %
Customer Satisfaction (CSAT)
0

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Make your company a successful case study in the customer experience journey.

Fill in the form and get in touch with us, you will be contacted by one of our sales staff.

Together we will create a path to redesign, improve and add value to your customer's experience.

Call2Net is the consulting firm specialising in innovative customer interaction solutions. Since 2007, Call2Net has revolutionized the traditional contact centre model by adopting phygital processes to always guarantee its customers an excellent customer experience.

Contacts

Call2Net S.P.A.
Legal and operative headquarters:
Viale Edoardo Jenner, 55
20159 Milano
P.IVA e C.F. 03751840277
Cap. Soc. 354.100€ i.v.

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