Case Study: INAIL streamlines funding request management with IBM watsonx.ai

INAIL implements a virtual assistance for efficient request management

INAIL, Italy’s National Institute for Insurance against Workplace Accidents, faced a sharp rise in demand for its “Bandi ISI” funding program after the budget increased 65% and applications grew 50%. To help manage the surge and reduce pressure on its contact center, INAIL worked with IBM Consulting and IBM Client Engineering to explore an AI virtual assistant using IBM watsonx.ai.

IBM implemented a pilot virtual assistant built with IBM watsonx Assistant, IBM Watson Discovery, and IBM watsonx.ai to answer questions about eligibility, procedures, and application requirements using manuals, FAQs, tickets, and official documentation. The solution improved productivity without extra staff, standardized responses, reduced FAQs and support requests, and provided 24x7 assistance with traceability; following the pilot’s success, INAIL expanded the assistant to additional request types and began developing a knowledge base for future automated verification.

INAIL