To develop a product enabling users to independently create their own health insurance policy through a simple and fully digital journey.

To achieve this goal, we provided a unified infrastructure integrating contact center services, lead management, and interaction orchestration. This solution enabled the creation of a data-driven commercial ecosystem capable of:

• Managing the high volume of generated contacts;
• Tracking and qualifying every interaction in real time;
• Managing campaign-generated leads while providing accurate data on user behavior, digital journeys, and level of interest;
• Enabling the sales team to perform timely and relevant follow-ups based on CRM-generated insights;
• Ensuring a seamless customer experience across every touchpoint.

Since its launch, the initiative has led to an increase in insurance premium volumes and a growth in the number of activated health insurance policies.

To improve access to information and simplify the user experience for members.

The first phase of the project involved an in-depth analysis of the most frequent requests received by the organization, along with a study of the relevant regulatory framework to build a solid and continuously updated knowledge base.

Based on this knowledge base, a chatbot was developed which, through a training and fine-tuning process lasting more than three months, is able to provide fast, consistent, and reliable answers across a wide range of topics.

The chatbot is continuously updated according to regulatory changes and the analysis of emerging information needs. The platform was designed with a modular and scalable approach, enabling its adaptation to additional services and organizations within the sector.

The chatbot is currently active both on the public website and within the organization’s restricted area, and it is now able to autonomously manage more than 75% of requests.

To optimize the management of technical and administrative support requests related to the D-Flight portal; reduce ticket resolution times; and increase end-user satisfaction while meeting agreed SLAs.

Implementation of a First-Level Service Desk based on ITIL frameworks, with a dedicated team responsible for ticket triage, analysis, management, and resolution. Analysis and implementation of clear operational processes and engagement models based on ownership levels. Enhancement and implementation of new workflows within the ticketing system, including multichannel support and the creation of a knowledge base to enable first-contact resolution. Continuous service monitoring and governance through the introduction of the proprietary Kairos tool, designed to optimize ticket routing and reduce ticket handling times.

Optimization of the growing ticket volume through automation and workflow improvements; evolution of the Service Desk from a simple dispatcher into a strategic and proactive partner in ticket analysis, qualification, management, and resolution.

Optimization of the regional CUP reception process.

• Assessment of the services provided by the contact center;
• Identification of improvement initiatives, including:
• Automation of reception processes;
• Automatic tax code recognition through IVR;
• Identification of AI-based solutions to support operators;
• Innovation of reminder campaigns to reduce no-shows.
• Presentation of demos featuring OMNIA technology for tax code recognition and the use of the proprietary Lyra Knowledge Management solution.

• Reduced average handling times;
• Improved user identification;
• Enhanced quality and consistency of responses;
• The proposed optimization enables a more efficient, data-driven, and citizen-centric contact center model, delivering measurable benefits.

Our support for a leading company in the Defense sector.

For a major industrial group operating in the Defense industry, we evolved the traditional Technical Service Desk by introducing Kairos and integrating it with advanced Service Desk solutions. We provide support across two levels: from immediate technical assistance for standard issues to specialized routing for more complex cases.

The key innovation lies in the integration of Kairos with platforms such as ServiceNow and the use of Artificial Intelligence modules for predictive ticket analysis.

This synergy enables us not only to manage the entire lifecycle of support requests, but also to significantly reduce classification and assignment times. Through proactive SLA monitoring and process automation, we improve operational continuity and user experience within a highly critical environment.