In today’s digital age, the democratization of Artificial Intelligence (AI) has revolutionized the realm of communication, 

One remarkable application of AI that has gained popularity is chatbots. These intelligent virtual assistants have transformed the way we interact with technology and have become invaluable assets for businesses, organizations, and individuals.

About 88% of internet users have had at least one conversation with a chatbot in 2022, while 74% of consumers favor chatbots over human customer service teams, according to Statista. The size of the chatbot market is forecast to reach $3.62 billion by 2030, a great increase from the market size in 2016, which stood at $190.8 million U.S. dollars.

Chatbots serve as round-the-clock assistants, capable of handling repetitive inquiries and providing instant support to users. This enables organizations to reduce customer service costs, minimize response times, and ensure consistent and efficient service delivery.

But despite the popularity of chatbots, many still lack human empathy. Italy-based startup indigo.ai is bridging the gap by utilizing cutting-edge technology to create chatbots that have the ability to listen, learn, and write like a "particularly clever" human being.

Through their partnership with Enel, they are optimizing business processes and speeding up training activities across the Group.

Marking Artificial Intelligence empathetic 

indigo.ai is the brainchild of five young Italians who encountered a communication problem with the secretary's office during their time at the Milan Polytechnic university, putting their educational careers at risk. Determined to find a solution, they united their passion for technology and joined forces to become catalysts for change.

“Our goal was to reintroduce the magic into the communication between brands and customers”, co-founder and CEO of indigo.ai, Gianluca Maruzzella, explains. 

By embracing new technologies, they incorporated elements such as human empathy, the capabilities of ChatGPT, and comprehensive customer insights to build their platform. The solution offers seamless setup and support for multiple languages, provides self-service dashboards, ensures privacy compliance, and enables easy integration with any CRM system. 

This unique combination establishes a fully customer-centric approach to the overall experience, resulting in higher conversion rates, elevated customer satisfaction, and enhanced loyalty.

“We don’t predict, we listen. Through the power of AI, our solution delves deep into customer messages, transforming them into valuable resources that enhance the empathy and effectiveness of companies' responses”, Maruzzella affirms. 

indigo.ai has developed the market's only platform that enables the creation of next generation chatbots, which thanks to their ability to offer adaptive and personalized communication as well as recognize emotions and tone of voices, will foster higher trust between companies and their customers. 

indigo.ai is optimizing Enel business processes 

The startup has partnered with Enel to optimize internal businesses processes such as training the chatbot for the Group’s customers. 

“Before our engagement, the training process for sentences that were not understood by the assistant was entirely manual”, Maruzzella explains. “The operator had to manually review each individual phrase to train the bot, often being limited to processing only a few due to the overwhelming amount of data”, he continues. 

Another challenge Enel was facing was scalability, as managing multiple channels would lead to a significant increase in man-hours and costs. 

By integrating their tool between the NLP engine and the AI assistant, indigo.ai can streamline the workflow of those working on the assistant's knowledge base. This integration provides a centralized control panel for efficient management and automates the tagging process for most conversations. This approach significantly reduces the workload for operators while enhancing the performance of the AI assistant.

“Enel is increasingly challenging us to think outside the box and the borders. Its global vision applied to our approach will empower our platform to face new, and even unexpected, international challenges”, Maruzzella affirms, regarding the experience of working with Enel.

Accelerating the road to sustainability 

AI is revolutionizing our approach to operations, emerging as one of the most powerful tools for enhancing efficiency in various domains. In a time where the need for sustainable practices is increasingly urgent, AI’s potential to speed up processes and drive digitalization plays a fundamental role. 

“There is no planet B, so relying on such an impactful resource could be the game changer very soon,” Maruzzella claims. 

indigo.ai is available through subscription, catering to a diverse range of companies. It has partnerships established with over 50 organizations, ranging from small and medium enterprises to large enterprises, including some of the most innovative and renowned global brands. The results have been exceptional, as over 80% of users have given a 5-star rating to the companies they interacted with through the platform.

“We want to bring back the magic into the communication between companies and their customers, creating meaningful conversations,” Maruzzella declares. 

In a world where performance-driven organizations have long reigned and led to an environment of indifference, the key to restoring humanity lies in innovation, he adds. 

“To innovate means changing something that has already been established by introducing new methods, ideas, or products. We want to lead this revolution, helping people return to profound communication”, Maruzzella concludes. 

Through their partnership, Enel and indigo.ai will continue to work together to accelerate training processes and optimize business practices to ensure efficient, and empathetic, chatbots for the Group’s customers.