Scenario
EMAPI is the Mutual Assistance Body for Italian Professionals made up of 17 private social security institutions, through which supplementary health services and welfare treatments are guaranteed to 1,300,000 registered Italian professionals.
With the aim of facilitating the search for information for professionals and offering simplified access to services, Emapi management has decided to integrate an AI agent to support the navigation path within the website.
The Solution
The AI agent guides users in finding information quickly and precisely, dividing navigation based on associated bodies and insurance coverage.
The chatbot improves the user experience through selection menus (select the cash register, select the health coverage), which allow the user to precisely identify their area of interest.
Results Achieved
Self care automation: The AI agent helps reduce the volumes of telephone and email requests, borne by operators.
User experience: The virtual assistant promotes the improvement of the user experience, thanks to a facilitated and personalized navigation path.
Multi-touchpoint integration: The AI agent works to support Emapi's multi-touchpoint strategy which includes web, spid and mobile app channels.
