TESISQUARE:Artificial Intelligence in Action – The Launch of "Reply Evaluator"
TESISQUARE continues to explore the potential of Artificial Intelligence to improve processes and performance across various business areas. Thanks to the work of several internal teams, projects are being developed that deliver tangible and innovative results.
One shining example of this effort is the recent milestone achieved by the team dedicated to Problem Solving within the CSX area. After eight months of intense work, the Reply Evaluator has officially been launched in production. This innovative AI-based system is designed to assist Customer Service colleagues in crafting increasingly effective responses for our clients.
What is the Reply Evaluator?
The Reply Evaluator is an advanced tool that analyzes the client’s query and the response provided via ticket. Based on 9 specific KPIs, the system provides an overall score from 1 to 10 and offers concrete suggestions for optimizing future responses.
Benefits for the CSX Team
With the Reply Evaluator, the CSX team can:
- Standardize the quality of responses: ensuring a high level of service for all clients;
- Improve communication effectiveness: thanks to constructive and timely feedback;
- Optimize ticket management times: through targeted and immediate suggestions.
A Team Effort
This significant achievement was made possible by the dedication of a multidisciplinary team comprised of Stefano Graziotin, Luca Antonelli, Alessandro Cagliero, Geanina Chirhoc, Davide Di Figlia, and Flavio Doroci, whom we sincerely thank for their valuable contributions.
Continuous Innovation
The Reply Evaluator is just one example of the added value that Artificial Intelligence can bring to our company. TESISQUARE’s internal teams will continue to develop innovative solutions because for us, innovation is and always will be a fundamental value.
With the launch of the Reply Evaluator, TESISQUARE reaffirms its commitment to operational excellence and continuous improvement, benefitting both our clients and the entire organization.
