OCTOBER 2019CIOAPPLICATIONSEUROPE.COM9Alfredo directs inquiry traffic to the appropriate experts via chat so that highly trained service desk staff can spend their time most efficiently and effectively. The service is available around the clock, so bank staff doesn't need to wait for official service desk hours. Alfredo continues learning from each chat experience, adding to its knowledge base with every encounter.Improving efficiency, expanding serviceAlfredo has helped Creval achieve significant results by increasing the number of inquiries handled, extending service hours, and reducing low-value, repetitive, human-centric activities. Alfredo has helped reduce the efforts of service desk personnel by 40 percent--time that these employees can now spend on more complex inquiries. And 92 percent of users offered positive feedback after trying Alfredo, in part because it takes less time and effort to get an answer.The cognitive system can reduce human effort and eliminate or reduce tasks that are repetitive and without value; this allows our people to be focused on the very high-value customer questions. This is augmented intelligence backed by human support because we want to focus on customer service and on giving each customer the right answer.Our approach to continuous evolution in IBM's Technology: we had introduced three different waves of new technology, "Agility in Processes" (blue wave), "Open Banking" (red wave), and "Cognitive and AI" (green wave).Matteo Pizzicoli Far from fearing the takeover of their jobs by a machine, service desk personnel are pleased with their new colleague. They can now provide the high-value services for which they're trained, instead of answering simple questions over and over. Creval now intends to integrate Alfredo with the Agile BPM system so that, if the customer needs some action, Alfredo can start a service ticket in the chat.In the next future, Alfredo could also manage appointments, for example, making a customer appointment with the manager. Or, if the manager is available by chat, by connecting the customer directly with the manager. The bank has combined its laser focus on customer service differentiation with its drive for technological innovation in Alfredo, and it's being noticed. The bank received again in 2018 the Italian Banking Association (ABI) Award for Alfredo, for "operational innovation, digitalization, and innovation of internal processes."
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