Caring & NBA in BPER: the Agent-Centric Evolution

About this session

During the speech, BPER's Caring Score & Next Best Action (NBA) system will be presented, highlighting how the introduction of a new Agentic AI framework will enable more dynamic and personalized interactions. We will explore how key technologies from Google Cloud — particularly the Agent Development Kit (ADK), the Agent2Agent (A2A) protocol, and the Agent Engine, along with support for Anthropic's MCP — provide the foundation to transform the existing system into a more powerful and responsive tool. The vision involves multiple specialized Agents interacting to dynamically understand customer needs, reason through complex scenarios, and integrate new personalized Next Best Actions. The goal is to improve customer satisfaction, retention, and overall value through more targeted interactions and proactive engagement, surpassing the limitations of traditional batch-based models.

Speakers

Cristina Merlo

Responsabile AI Factory, BPER, BPER



Valentina Margiotta

Senior Data and ML Engineer, Go Reply, Go Reply