Citizen Conversational AI Platform
Bots (short for robots) that perform automatic tasks, repeating the operations performed by a user, are widely used. Chatbots, i.e. programs with a "conversational" User Experience, are now becoming the new reality in technologies for "man-machine" interaction. To make a chatbot able to understand, respond to requests and propose solutions using everyday natural language, it is necessary to introduce very innovative context management and artificial intelligence technologies.
The peculiar elements of a Conversational AI Platform (CAP) are:
human-machine interface based on textual or vocal conversation in natural language
Artificial Intelligence techniques to recognize users' intentions and recommend solutions
systematic and pervasive use of the context (position in mobility, devices used, history of previous interactions, sentiment)
proactive system, able to send information when appropriate and not only on request
integration with services and data.
The objectives of Research and Development are aimed at two potential uses.
Customer Service/Support: a new service model also for "customer service" (knowledge base, FAQs, questions and orders) where the partial replacement of human interaction with a self-service mode allows to scale or improve performance indicators (costs, time, availability). A chatbot has been introduced, able to respond on a static or dynamic knowledge base, useful for customer service operators.
Citizen Digital Assistant: in a broader and more challenging vision, a Citizen Conversational AI Platform is proposed for a more effective and enjoyable access to digital PA services (e.g. smart city), especially when associated with new generation channels such as Instant Messaging and voice. A constellation of voice or text chatbot services that respond to citizens upon request for information or execution of processes is under development.