Case Study: PagoPA enhances payment status support with Spitch’s Virtual Assistant

PagoPA Enhances Customer Support with Spitch’s Virtual Assistant for Payment Status Inquiries

PagoPA, a public company specializing in digital public services, faced the challenge of delivering real-time digital services while upholding the highest standards of privacy, security, and AI compliance for Italian citizens. To enhance its customer support, the company sought a solution to handle payment status inquiries and partnered with vendor Spitch.

Spitch implemented its AI-powered Virtual Assistant, which uses an "orchestrator," to process payment status requests in real-time. The solution provided 24/7 availability, handled high volumes of requests during peak periods with zero wait time, and achieved an automation rate of over an unspecified percentage after six months, significantly reducing the workload on the customer service team while ensuring full GDPR compliance.

PagoPA

Stefano Maugeri

Head of Customer Service & Operations Department