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Artificial intelligence revolutionizes customer service, the interview with Edoardo Vallebella (Stip)

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Artificial intelligence revolutionizes customer service, the interview with Edoardo Vallebella (Stip)
Written by aquitodovale

When we talk about customer service we refer to all those activities related to customer assistance, in particular the “care” of the customer and his needs during all the different phases that characterize the process of purchasing a product or service.

Customer care is deeply linked to the approach that companies have towards their relationship with the customer. However, it must be borne in mind that the purchasing process has changed a lot and the focus has shifted from the product to the customer, since this is increasingly informed and demanding towards the company. The customer has become the real protagonist and the company-customer relationship is the real key to a trusting and lasting relationship between the brand and its customers.

But how does customer service need to change? “Companies had (and need) aArtificial intelligence that not only could make its customer service more fluid, organized and effective, but that it had the end customer experience is at heart», Explains Edoardo Vallebella Ceo and Co-Founder of Stip, the Startup winner of the Startup Night, the event organized by Seedble, SCAI Comunicazione and Founder Institute Italy to enhance the Lazio and Capitoline startup ecosystem and encourage meeting and exchange of value between different generations of entrepreneurs.

Stip is presented on the market as the new solution to improve digital customer service. How was your idea born and how was it received?

Our idea was born with the intention of changing the customer service of large companies. Having been our own customers and having benefited from many goods, services and products, we realized a huge gap: the customer service of all companies was almost always unsatisfactory.

By comparing ourselves with the market, we were able to have a clearer idea of ​​what could partially solve the problem. Companies had (and need) an Artificial Intelligence that could not only make their customer service more fluid, organized and effective, but that had the end customer experience at heart.

Stip was immediately perceived, especially by large companies, as a possible solution to the critical issues that have brought with them the digital age and the growing expectations of customers and users.

A huge shift in the perception of our solution has undoubtedly occurred with the pandemic. Covid-19 caused an unprecedented acceleration of the digitization process and Stip has supported various Italian companies, helping them to make their digital customer service more efficient and punctual, in an extremely rapid way and with positive feedback from client companies. .

We are living in a historical moment in which we talk more and more about AI which has proved to be on more than one occasion an excellent tool for streamlining processes and facilitating procedures with enormous gains in economic terms and time for users. But how important is the human factor and how will it be harmonized with an increasingly persistent use of AI-based solutions?

The concept of “Artificial Intelligence” (AI) is still unclear to many and I can say that this terminology is extremely overused today.

Technically, artificial intelligence is the ability of a machine to display human abilities such as reasoning, learning, planning and creativity. It allows systems to understand their environment, solve problems, relate to what they perceive and act towards a specific goal.

There are not many solutions on the market, especially in Italy, with these characteristics. Furthermore, among those that exist, many do not take into account some aspects that are fundamental today, first of all the well-being of the end customer.

In addition to being a true artificial intelligence, due to its technological system and its capabilities, Stip has always had one of the fundamental rules for the proper functioning of an AI at heart: not to try to replace human beings.

This is probably the main difference between Stip and other artificial intelligences in the customer service field. One example above all is that of chatbots. A tool born from both the company and the customer’s need for faster and more effective assistance, which in many cases has come to turn into an enemy for the end customer, who gets to frustrate him without solving his problem.

This happens precisely for the reason mentioned above: there are things that Artificial Intelligence cannot and must not solve and that must be entrusted to the care and attention of a human being.

What we have decided to do is concentrate on the automation and efficiency of all those parts of the process “behind the scenes”, which do not necessarily require the intervention of an operator and which are superfluous for the end customer. Managing them automatically means ensuring that the customer service agent who will take charge of the request, if it is a complex request for assistance, will already have all the information necessary to resolve it and will be able to do it in the fastest and most accurate way. possible.

Stip’s client companies did not choose our solution for mere savings, although it has been calculated that following the integration the economic savings of the activities related to customer service are around 67% and that related to the management times of the requests is over 80%. They also chose us because they value the experience of their customers, who are the real engine for the well-being of the company.

How does your model specifically work and what can be the ROI benefit for companies? Can you give us a practical example?

The Stip model is a volume-based SaaS. This allows us to immediately make our customers perceive their ROI. The benefits calculated following the integration of Stip for companies are around 300% increase in the productivity and efficiency of the internal customer service teams, 67% cost reduction and reduction in handling times for incoming requests by more than 80%.

A practical example: an operator takes an average of 10 minutes to manage each incoming report from a customer. Stip automates part of this process, allowing to reduce management minutes from 10 to 3, with parallel and consequent improvement of the end customer experience.

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