The innovative collaboration between Pagopa and Spitch

Pagopa chose Spitch as a strategic partner to optimize the management of assistance requests via telephone. This collaboration aims to implement an omnicanal platform that can manage interactions with users efficiently and continuously, overcoming traditional time limits and offering constant support.

The introduction of a virtual telephone assistant by Spitch has made it possible to automate and speed up the responses to requests for assistance. Users can now get real -time information about the state of their payments simply by interacting with the assistant, without the need for a human operator. This system is Operating 24 hours a day, 7 days a week, ensuring a significant reduction in waiting times.

“The technology based on artificial intelligence (IA) made available by Spitch has allowed us to implement a reliable, but above all scalable solution, which welcomes users’ requests even in peak moments always guaranteeing the quality of the interaction” Stops Stefano Maugeri, head of the “Assistance & Operations” area of ​​Pagopa.

The adoption of the omnicanal platform allows users to interact with the Pagopa assistance service through different channels, both vocal and textual, such as integrated chatbots in web pages or mobile apps, and also through social media. This approach not only improves efficiency but also enriches the user’s experience, allowing him to choose the favorite communication channel.

Another fundamental aspect of the Spitch solution is the analysis of the interactions (Speech Analytics) which helps to constantly monitor and improve the quality of the service. In addition, all operations strictly respect the privacy legislation, with the implementation of technologies such as Voice Morphing to ensure the anonymity of personal data.

“The solution operates in complete compliance with the privacy legislation making the personal data processed in the provision of the service anonymous, as well as in the event of recordings of the calls, applying the Voice Morphing. In this context, the human operator continues to play a key role in interaction” Declares Piergiorgio Vittori, CEO Spitch Italia and International General Manager of Spitch. “The IA is implemented in support of both automated and man -made processes. What is described is managed transparently by the orchestrator, a coordinator of flows that becomes the user’s personal assistant. Any solution or future application can be added to the orchestrator without changing the front-end, thus limiting the impacts relating to technological additions.”

In this path, Spitch and Pagopa have collaborated with common partners, such as Finix Technology Solutions and DGS.

“The IA through the “orchestrator” of Spitch – explains Stefano Maugeri – It will allow us to connect various modules and models of machine learning, chatbots, NLU systems, real -time assistants for agents, internal and external models of LLM, present and future applications and advanced algorithms for the analysis of the interactions for the collection of data from Various touchpoints (website, apps, vocal assistants, chats, etc.), thus offering a personalized and omnichannel experience for users. Spitch solution puts users’ needs and preferences in the foreground; An approach in line with the Vision of Pagopa: to contribute to the development of a digital ecosystem with the citizen in the center.”