GenAI for Financial Technical Support: The Poste Italiane Case Study

About this session

Spindox and Poste Italiane present a real-world example of how a GenAI-based solution can revolutionize technical support. Thanks to a strategic vision and a clear long-term path, Poste is transforming the Service Desk for Financial Consulting support, reducing ticket resolution times from days to hours, and achieving a First Contact Resolution rate above 90%. The project leverages a robust knowledge base, problem fingerprinting, and human feedback to enhance efficiency and customer satisfaction. Discover how AI revolutionizes support services, making them faster, smarter, and more adaptive.

Speakers

Enrico Panichelli

Head of Distributed IT Operations and Support, Poste Italiane




Tommaso Colombo

Head of AI, Spindox