ItalyFinance and insurance2019 – ongoingCredito Emiliano
Emilio internal knowledge and helpdesk chatbot
Credem reported 30% fewer helpdesk calls after introducing Emilio
Problem
Branch employees faced repeated questions and changing regulatory requirements when serving customers. They needed consistent internal answers without repeatedly contacting the helpdesk.
Approach
Credem's helpdesk staff and Quix consultants formed a joint development team. They built an internal portal with Emilio, an AI chatbot that standardized answers and made internal knowledge easier to find.
Results
Takeaway
The reported result concerned calls to the internal helpdesk. It did not measure the bank's total support workload.
Categories
- Industry
- Finance and insurance
- Business function
- Internal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Company's own claim
Sources
Source summaries
Credem and Quix described their jointly developed internal portal and AI chatbot. They reported a 30% reduction in helpdesk calls, alongside more consistent answers to employee questions.
Full details are in the original sources.
