The new challenges of artificial intelligence in the relationship between customers and bancassurance, with the human element remaining at the center.
These and other issues related to the evolution of development models connected to artificial intelligence were discussed in the round table which took place in Milan in Intesa Sanpaolo's 'La scheggia' skyscraper in via Melchiorre Gioia.
An opportunity to take stock of the use of artificial intelligence in banks and insurance companies, in particular in the group led by CEO Carlo Messina, which is heavily investing in the digitalisation of processes and services and in the use of the best technologies and skills as enabling factors of the business plan.
The Intesa Sanpaolo group "invests a lot in technologies, artificial intelligence, and also in people", recalled Cristina Motta, executive director of the Digital Branch Management of Intesa Sanpaolo, recalling that "thanks to Ellis, our virtual assistant via telephone and chat we are able to offer customers the services of the Digital Branch and an experience of excellence seven days a week and 24 hours a day”.
For Motta, however, "artificial intelligence developed with sensitivity, combined with the human touch and the ability to build lasting relationships is the distinctive element of Intesa Sanpaolo".
Moreover, the introduction of artificial intelligence techniques "allows an improvement in services and unique support", explained Marco Ditta, executive director of Data & Artificial Intelligence Office of Intesa Sanpaolo.
AI "allows us to process a quantity of information that is difficult for a person to manage in a short time" and "can only improve the quality of services and data control for a structure that is used to processing many numbers and data.
It is obviously a great challenge, which implies an ability on the part of employees, customers and colleagues to use these technologies adequately", added Ditta.
The adoption of AI "potentially brings with it some critical issues related to data protection and ethical issues in general", highlighted Massimiliano Dalla Via, CEO and general manager of Intesa Sanpaolo RBM Salute, adding that for this reason "it becomes fundamental the ability of businesses to self-organise.
Governance, business processes and corporate culture are all levers that will need to be activated to reduce the risks associated with the adoption of these new technologies.
In any case, people must remain a central element."
Natascia Noveri, executive director of Innovation and Processes at Intesa Sanpaolo, also agrees on the topic, according to which AI "is an important enabling factor, together with other technologies such as the cloud, it is the basis on which we are further improving our operating models , to respond to requests for quick responses,