Virtual Assistants in the digitalization Journey of TRENITALIA's Customer Care
May 14, 2025 — 09:00 am - 09:30 amWorkshop 6
Description
Trenitalia, in collaboration with its partner Konecta Italia (in RTI with TIM), has initiated a transformation process of its contact center to make customer relationship management more proactive and multichannel. The Virtual Assistants from Interactive Media, based on conversational AI, interact in natural language across chat and phone channels, providing a simple experience. They are integrated with contact center operators, ensuring a seamless transition between self-service and human assistance, while maintaining the contact history.
