Italy Government

How artificial intelligence could change the face of business


A major Italian government agency offers a good example of how AI can dovetail with the work people do and enable them to be more effective. Employees there were spending the majority of their time attending to routine customer queries. The agency worked with Accenture to automate the process with AI. An intelligent Virtual Agent application now handles real-time voice calls and webchat interactions, using a combination of cognitive-semantic analysis and machine-learning algorithms. After just three months, the Virtual Agent application has already successfully served more than 70,000 users.