Development of artificial intelligence-based tools to support technical support

Company: SMI S.p.A.

Tutor: Giuditta Pezzotta, Roberto Leporini

At present, it is increasingly important for companies to provide a quick response to customers that enables them to restore issues inherent in production departments as soon as possible in order to maximize their efficiency.

A company must be able to provide timely information to customers located in various parts of the world and thus overcome language and time zone barriers.

In addition, the customer’s lack of technical expertise about the product makes it more difficult for the manufacturing company’s customer service department to formulate a service request and subsequently diagnose the problem.

Therefore, the goal of the project is to develop a digital assistant equipped with a knowledge base that, having as a reference a body of documents that speak about a specific domain, is able, on the one hand, to guide the customer in formulating the service request in a complete and comprehensive manner and, on the other hand, to automatically answer technical questions or point to documents that contain the required information.

In addition, all customer interactions and inquiries should be made usable through dashboards and graphical reports in such a way that they can be used by experienced operators to extrapolate additional insights about users’ most recurring issues or arguments about the machines.