Covisian

On October 2 in #Milan 🇮🇹, we had the opportunity to discuss the transformative potential of AI in the banking sector during the plenary session at Forum Banca. 🎤 Fabio Sattolo, Group Chief People and Technology Officer at Covisian, shared our approach to integrating #GenerativeAI and #ConversationalAI into banking and financial services. While AI provides powerful tools to enhance the customer experience, privacy and security remain essential throughout the entire process. Our proprietary software, Smile.CX PRO, addresses these needs. By responsibly implementing AI, it equips #banking institutions with the tools to improve customer satisfaction, streamline operations, and maintain the personal touch that builds lasting client relationships. Find out more about AI solutions for Banking & Financial Services here: https://lnkd.in/eFa3ap9F #Covisian #ForumBanca #Innovation #AI #CustomerExperience #AIinBusiness #Banking #DigitalTransformation

📈 63% of monetary transactions in #Colombia now occurs through digital channels (compared to 23% in 2019), according to the 2023 Financial Inclusion Report. In this context #digitization of financial services set several key challenges that can be addressed through #AI combined with human expertise: ⏱️ 24/7 customer attention, even outside traditional working hours ⚡ Users enjoy fast and accurate responses to their queries 🔒 Maintaining high security standards. Delivering the best #CustomerExperience has become a critical factor for competitiveness in the financial sector. Smile.CX GAIA, Covisian’s proprietary solution for a seamless experience of customer care, has been designed to meet the needs of the banking sector and improve customer service through process automation and artificial intelligence. 🇨🇴 How does GAIA work in Colombian banking? At its core, GAIA is customer-centric. 💡 With Gaia, banks can offer uninterrupted service to clients, reducing waiting times, thus optimizing the use of their resources. 💡 GAIA can integrate multiple communication channels, from online chats to telephone interactions, allowing customers to choose how they prefer to interact with their bank. 💡 GAIA also handles complex transactions autonomously through AI. For example: If a customer wants to make a bank transfer or check the status of his or her account, Smile.CX GAIA can handle the transaction from start to finish, without the need for human intervention. This not only shortens response times but also boosts operational efficiency for banks. “Artificial intelligence is here to stay in Colombian banking, and GAIA is the perfect example of how financial institutions can leverage this technology to transform their relationship with customers,” states César Vicente López Pérez, CEO of Covisian Iberia and Latam, and President of the Global Business Development Board. Discover Smile.CX GAIA: https://lnkd.in/egajqbUe Shall we talk about it? 👉 covisian.com/co/contacts Read the full article on Revista C-level: https://lnkd.in/etaN66kp 

🚀 Covisian at Italian Tech Week 2024. Humans and Machines: Embracing the Synergy that reshapes the future 🚀 🌟 We are back on Italian Tech Week 2024, Italy’s premier tech event! 🇮🇹 A gathering of brilliant minds—startups, innovators, and cutting-edge companies all exploring new horizons in the global #Tech and #Innovation space. 🎤 Fabio Sattolo, Group Chief People and Technology Officer at Covisian, was a featured voice in an exciting panel discussion: "Humans and Machines: Collaborators, Not Competitors." Joined by industry leaders like Barbara Caputo and Vittorio Di Tomaso, and guided by the insights of moderator Alessio Jacona. Fabio shared Covisian’s groundbreaking approach to fostering harmony between humans and machines. 💡 Fabio underscored our commitment to leveraging #AI to amplify the human touch. Rather than replacing human agents, we focus on blending AI's efficiency with human empathy, ensuring every interaction delivers an exceptional customer experience #CX. With AI managing routine tasks and enhancing decision-making, our agents stay at the heart of every interaction—delivering highly personalized service and maintaining control over each customer journey. 🤝 This seamless synergy between AI and humans is not just a concept at Covisian—it's the core of everything we do. We are driven by the belief that technology should empower, not overshadow, the unique qualities of people. Our proprietary software, Smile CX Pro, is a testament to this, responsibly implementing AI to create services that are not only efficient and sustainable but, most importantly, people-centered. 👀 𝐖𝐚𝐭𝐜𝐡 𝐭𝐡𝐞 𝐟𝐮𝐥𝐥 𝐜𝐨𝐧𝐟𝐞𝐫𝐞𝐧𝐜𝐞 𝐡𝐞𝐫𝐞: https://lnkd.in/eyXgKDV6 Stay tuned as we continue to lead the way in AI-powered solutions, reshaping the future of work through collaboration, not competition! 🚀 #Covisian #ItalianTechWeek #AIandHumanCollaboration #Innovation #FutureOfWork #AI #CustomerExperience #HumanCentricAI #Synergy #TechInnovation #ItalianTechWeek2024

“Artificial intelligence will allow managers to demonstrate the value of #CX in terms of revenue generated and customer loyalty” – Gabriele Moretti, Covisian President & Founder, shares his vision on the future of customer care on Il Sole 24 Ore. ☎️ From the telephone to the web, the customer care industry has experienced radical transformations over the past 25 years. ❌ Today, the very concept of the contact center is outdated.  We are moving toward the establishment of a new industry: 🚀 CXTECH, in which the integration of advanced technologies (such as #AI) and human expertise not only optimizes costs, but also improves service quality by generating new opportunities and added value. Read the article here: https://lnkd.in/em9fT82X #SmileCX #CustomerExperience #CustomerLoyalty #innovation #ThoughtLeadership #BrandStrategy #OutthinkingCompetitors 

AI can help #CX professionals navigate complex customer challenges and strengthen relationships. Our US CEO Ramon Tisaire shares how to balance modern technology with human intelligence to deliver the best service to each customer, every time. Read more in Authority Magazine: 👉 https://lnkd.in/e3CTc4hf #AI #CustomerSatisfaction #CustomerExperience #CXInnovation #SmileCX #ContactCenter

🎉 𝐄𝐱𝐜𝐢𝐭𝐢𝐧𝐠 𝐧𝐞𝐰𝐬❗ 𝐂𝐨𝐯𝐢𝐬𝐢𝐚𝐧 𝐥𝐚𝐮𝐧𝐜𝐡𝐞𝐬 𝐭𝐡𝐞 𝐧𝐞𝐰 𝐒𝐦𝐢𝐥𝐞 𝐂𝐗 𝐓𝐞𝐜𝐡 𝐏𝐨𝐝𝐜𝐚𝐬𝐭❗ 🚀 We launch our brand-new tech podcast, your gateway to cutting-edge innovations shaping the future of business. 🎧✨ With 𝐒𝐦𝐢𝐥𝐞 𝐂𝐗 𝐓𝐞𝐜𝐡 𝐏𝐨𝐝𝐜𝐚𝐬𝐭, we dive deep into the world of #AI, #GenerativeAI, and the most groundbreaking technologies that are transforming the #CustomereXperience. In each episode, you'll find expert interviews, case study analyses, and practical tips. From AI innovations revolutionizing 🚀 industries to the real-world benefits these advancements bring, we’ll break down what’s new and how it can drive success across various sectors. Get ready for fresh perspectives and exciting updates on the tech that’s changing the world! In our inaugural episode titled "𝐓𝐫𝐚𝐧𝐬𝐟𝐨𝐫𝐦𝐢𝐧𝐠 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐰𝐢𝐭𝐡 𝐆𝐞𝐧𝐞𝐫𝐚𝐭𝐢𝐯𝐞 𝐀𝐈: 𝐈𝐧𝐧𝐨𝐯𝐚𝐭𝐢𝐨𝐧 𝐚𝐧𝐝 𝐭𝐡𝐞 𝐅𝐮𝐭𝐮𝐫𝐞", we explore the future of artificial intelligence with Fernando Rodriguez Alemany, CEO of QVisions Technologies Europe and professor in the AI program of Smile.CX Academy with ESIC Business & Marketing School as academic Partner. Fernando describes the introduction of AI as "𝒂 𝒓𝒆𝒗𝒐𝒍𝒖𝒕𝒊𝒐𝒏 𝒄𝒐𝒎𝒑𝒂𝒓𝒂𝒃𝒍𝒆 𝒕𝒐 𝒕𝒉𝒆 𝒓𝒆𝒗𝒐𝒍𝒖𝒕𝒊𝒐𝒏 𝒐𝒇 𝒇𝒊𝒓𝒆, 𝒂 𝒕𝒓𝒂𝒏𝒔𝒇𝒐𝒓𝒎𝒂𝒕𝒊𝒐𝒏 𝒕𝒉𝒂𝒕 𝒄𝒉𝒂𝒏𝒈𝒆𝒅 𝒉𝒖𝒎𝒂𝒏𝒊𝒕𝒚". He guides us through the evolution of technology, from historic milestones like #Deepblue and #Alphago to the latest innovations in generative AI. In this episode you can learn about the practical applications of AI in marketing and sales and the ethical considerations in developing these technologies. Fernando also reflects on the future of our coexistence with machines and compares human intelligence to artificial intelligence. With 25 years of pioneering expertise, Covisian is committed to sharing the future of technology. Don’t miss out on this exciting opportunity to stay ahead of the most disruptive trends reshaping the industry. 🎙️ 𝐑𝐞𝐚𝐝𝐲 𝐭𝐨 𝐛𝐞 𝐢𝐧𝐬𝐩𝐢𝐫𝐞𝐝❓ 𝐖𝐚𝐭𝐜𝐡 𝐭𝐡𝐞 𝐩𝐨𝐝𝐜𝐚𝐬𝐭 𝐨𝐧 𝐘𝐨𝐮𝐓𝐮𝐛𝐞 𝐭𝐨𝐝𝐚𝐲❗ 👉 https://lnkd.in/dG9W4b7G 🔔 𝐒𝐮𝐛𝐬𝐜𝐫𝐢𝐛𝐞 𝐭𝐨 𝐨𝐮𝐫 𝐜𝐡𝐚𝐧𝐧𝐞𝐥 for more invaluable insights, share it 🔁 within your network to extend the knowledge, and 💬 leave your comments.

We're thrilled to have been part of Italian Tech Week , the premier tech conference in 🇮🇹 #Italy, where the brightest minds in #technology and #innovation gather! 🌟 As part of this transformative event, Andrea Fileccia, our Group Chief Innovation Officer, took the center stage on the panel: "𝐀𝐈 𝐢𝐧 𝐇𝐞𝐚𝐥𝐭𝐡𝐜𝐚𝐫𝐞: 𝐇𝐨𝐰 𝐏𝐚𝐭𝐢𝐞𝐧𝐭 𝐂𝐚𝐫𝐞 𝐢𝐬 𝐂𝐡𝐚𝐧𝐠𝐢𝐧𝐠" alongside other industry leaders such as Lidia Pieri, Pietro Puglisi, and moderator Alessio Jacona, Andrea shared insights on how Covisian is at the forefront of harnessing AI to redefine the healthcare experience. Andrea presented the groundbreaking work of 𝐂𝐞𝐧𝐭𝐫𝐚𝐥𝐢𝐧𝐨 𝐒𝐚𝐧𝐢𝐭𝐚𝐫𝐢𝐨, part of the Covisian Group, underscoring how AI is reshaping the interface between healthcare providers and patients across Italy. 🌐 Centralino Sanitario stands as Italy’s 𝐟𝐢𝐫𝐬𝐭 𝐚𝐧𝐝 𝐨𝐧𝐥𝐲 𝐟𝐫𝐞𝐞 𝐩𝐡𝐨𝐧𝐞 𝐚𝐬𝐬𝐢𝐬𝐭𝐚𝐧𝐜𝐞 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 dedicated to booking private medical appointments, tests, and services—a true game-changer in patient support and accessibility. 📞💡 Through a commitment to empathy and personalized care, Centralino Sanitario revolutionizes the entire patient journey. With the proprietary 𝐒𝐦𝐢𝐥𝐞 𝐂𝐗 𝐏𝐫𝐨 𝐬𝐨𝐟𝐭𝐰𝐚𝐫𝐞, the service leverages #AI to support agents in real-time, enabling them to provide 𝐞𝐱𝐜𝐞𝐩𝐭𝐢𝐨𝐧𝐚𝐥 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐜𝐚𝐫𝐞 while routine processes are seamlessly managed by AI. This responsible and innovative use of AI makes healthcare services not only more efficient and sustainable but also genuinely 𝐩𝐚𝐭𝐢𝐞𝐧𝐭-𝐜𝐞𝐧𝐭𝐞𝐫𝐞𝐝. 👀 𝐖𝐚𝐭𝐜𝐡 𝐭𝐡𝐞 𝐟𝐮𝐥𝐥 𝐜𝐨𝐧𝐟𝐞𝐫𝐞𝐧𝐜𝐞 𝐡𝐞𝐫𝐞: https://lnkd.in/dUNbmC7g At @Covisian, we’re proud to drive innovation in the healthcare sector and set new standards for 𝐩𝐚𝐭𝐢𝐞𝐧𝐭 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞. Stay tuned for more exciting updates as we continue to lead the way in AI-powered healthcare! 🚀💙 #HealthTech #AIinHealthcare #Innovation #CustomerExperience #ItalianTechWeek2024 #HealthcareInnovation #CustomerExperience #PatientCare

Last week we proudly celebrated the opening of the “Generative AI for Strategic Leadership” program at Smile.CX Academy in 🇪🇸 #Spain, with ESIC Business & Marketing School as our academic partner. We were honored to have Fernando Rodriguez Alemany as the professor leading the first session, guiding us through an inspiring discussion on the fast-moving world of Artificial Intelligence. Our students left the session with happy faces and a wealth of knowledge on topics like: ▪ The differences between AI, machine learning, and deep learning. ▪ The current state of AI, which is still narrow and weak, and its evolution towards Artificial General Intelligence by 2030. ▪ Natural Language Processing (NLP) and how it enables conversations between humans and machines. ▪ Recurrent Neural Networks (RNNs) and Convolutional Neural Networks (CNNs). We are thrilled to continue exploring new frontiers in AI at Smile.CX Academy in the upcoming masterclass of the 'Generative AI for Strategic Leadership' program, taking place in Spain over the next few weeks. Are you interested in signing up? Click here: https://lnkd.in/eUVFWPFP #GenerativeAI #ArtificialIntelligence #AILeadership #SmileCXAcademy #AITransformation

📣 Covisian acquires 100% of Nexteria, an Italian company specializing in complex #CustomerCare service management and consulting, with particular focus in the #automotive, #healthcare, #banking, #energy and #travel industries. This acquisition will allow Covisian to enhance its advanced customer experience solutions by integrating its proprietary Smile.CX PRO technology with Nexteria's expertise in Robotic Process Automation (#RPA), Natural Language Processing (#NLP), and intelligent virtual agent technologies. “We share common values with Nexteria, particularly in our commitment to service quality and a personalized approach to customers. The creation of technological synergies will further enhance the user experience and improve operational efficiency,” says Gabriele Moretti, President and Founder of Covisian. “Nexteria joins the Covisian group, gaining access to cutting-edge proprietary technology solutions and a path toward international expansion, benefiting the entire customer base,” - commented Luis Caramagna, CEO, and diego traversi, President, founders of Nexteria -  “At the same time, the group gains expertise and excellence in BPO services and Italy's leading Automotive Academy, which have defined Nexteria's identity over the years, along with our proprietary consulting methodologies for business evolution.” This strategic synergy with Nexteria is a crucial part of Covisian's growth plan to deliver a unique and innovative customer experience offering! Read more in our website. Italian 👉 https://lnkd.in/eeMyZZWk 

Join us at Forum Banca, October 2, 2024 (Milan 🇮🇹) to discover the ultimate evolution of the contact center: 𝐒𝐦𝐢𝐥𝐞.𝐂𝐗 𝐀𝐈 𝐎𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧 𝐂𝐞𝐧𝐭𝐞𝐫, where AI boost efficiency while humans take care of the relationship. 👉 How can we ethically use #AI in Banking and Finance to improve #CustomerExperience and boost sales through #DataAnalytics? Forum Banca will give us an excellent opportunity to discuss these and other key issues with keynote speakers and managers: 🎯 “Banks: the era of growth” | Roundtable - Plenary | 9:25 | Moderator: Leopoldo Gasbarro, Director Wall Street Italia 🎯 “Customer Centric Banking” | Keynote sessions | starting at 12:00 🎯 “Customer Experience, Distribution & AI” | Keynote sessions | starting at 14:30 🎯 “Making fast, clear and secure sales and underwriting of ad hoc offers thanks to AI and Human” | Keynote sessions | 15:40 | Moderator: Alberto Battaglia - We Wealth journalist View full agenda here: ikn.it/forum-banca/agenda Join us! Contact us to schedule an appointment with our team in Milan: covisian.com/it/contacts