The third event organized as part of the VO.I.C.E. First, co-financed by the European Union through the European Regional Development Fund POR Puglia 2014 / 2020F, concerned the “Digital Assistants for the Customer Care of the future”. In addition to the Digital Transformation Leader of Teleperformance, Vincenzo Giliberti, two university professors, Massimo Pacella and Guido Vetere, and one of the Software Engineers of Teleperformance Italia, Mario Corrado, alternated as speakers.
Vincenzo Giliberti, Teleperformance Italy Digital Transformation Leader and Project Manager of Program Agreement signed with the Puglia Region, gives a brief overview of the project and its implementation objectives. He explains how the project is combined with T.A.P., which stands for Technology, Analytics, and Process Excellence which is transforming the company into a real digital hub.
Massimo Pacella Engineering Department Professor of the University of Salento responsible for Machine Learning and Methods of Applied Statistics gave us a picture of the academic and industrial research state-of-the-art related to chatbots and conversational agents.
Guido Vetere Extraordinary Professor at the Faculty of Applied Sciences and Technologies of the University of Guglielmo Marconi and co-founder of an Artificial Intelligence startup Isagog briefed those present on the Knowledge-Based Virtual Assistants, and specifically illustrated the peculiarities of the Knowledge Graph.
Mario Corrado R&D Software Engineer of Teleperformance Italia responsabile for creating virtual agents, Dr. Corrado reports on the support of virtual agents in customer care, highlighting the added value of adopting this type of solution, which delivers clear communication, improves interactions, and gives a better overall Customer Experience.
During the webinar, a prototype of a virtual agent was shown with the use of artificial human technology created by QuestIT, an Italian company specializing in the development of proprietary Artificial Intelligence technologies.