AI in Italy

Telepass (Italy — 75% of motorway tolls, 10M+ customers, 18 European countries) deployed Salesforce Agentforce in 6 weeks to autonomously handle 40,000 weekly customer conversations. The FAQ agent now resolves 87% of incoming inquiries on its own and is backed by Data 360 for knowledge grounding plus MuleSoft for SAP integration. A second internal Agentforce deployment has already cut service-rep average call handle time by 50%.

Banca Sella, a 140-year-old Italian banking group serving 1.4+ million customers, deployed Prometheux for credit risk analysis, transforming monthly credit score explanations from 17 minutes to 5 seconds.

Creval Sistemi e Servizi, internal IT unit of Italian banking group Credito Valtellinese (Creval), deployed IBM Watson-powered virtual assistant Alfredo across 360+ bank branches, reducing back-office service desk call volume by 80%.

Intesa Sanpaolo, one of Europe's largest banking groups with 90,000+ employees and 2,600 branches, implemented AI to automate HR operational activities. The multi-year digital transformation journey, started in 2017, evolved HR from an administrative model to a strategic business partner role. The AI deployment automated routine HR processes including personnel administration, compliance reporting, and employee query handling, freeing HR professionals to focus on strategic talent development and business strategy.

Capri Group, an Italian fashion company owning Alcott and Gutteridge brands, deployed two AI agents for customer care handling order tracking, returns, and address changes. The system autonomously handles ~50% of customer enquiries, allowing the human team to focus on complex cases. Two engineers were hired from Deloitte's Digital Academy to build the platform.

Intesa Sanpaolo, one of Europe's largest banking groups with 95.7 billion euro market capitalization, deployed an AI assistant for HR in collaboration with Data Reply. The virtual assistant allows employees to access information and perform administrative tasks through a conversational interface.