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Technology supports and has changed many aspects of our lives. Even the period we are experiencing can be improved thanks to the digital world. We Are Fiber’s CEO Daniele Volpe spoke in an interview with Tgcom24, discussing digital advancement in relation to the pandemic.
Technology to support vaccination
The high volumes to be managed with the vaccine plan are causing many organizational problems, which is why it is essential to use new technologies.
Citizens are living in a state of uncertainty, hence it is necessary to start by structuring an information and customer care system. In this climate full of anxiety and worry, people look for news online, but without finding clear information and precise guidance regarding what to do. In this context, technology represents a valid support. Some examples are an autoresponder followed by pre-filled and pre-recorded responses. But, above all, one can think of creating technologies such as chatbots, through which a citizen writes a question and receives a targeted response. One can also imagine not making it seem as if there is a robot behind the chat.
An important advantage is that the chatbot can be used in conjunction with programs that are usually already installed, such as WhatsApp or Telegram. This would allow information to be centrally orchestrated, lighten the workload of any customer care and give an important advantage to the citizen, who would have answers.
Management of reservations
Technology allows one to manage reservations in a quick and orderly manner. Through the chatbot, a citizen can ask for personal information on the status of their reservations, where the bot analyzes the tax code after it has been provided and responds according to the specific case.
Complaint management can also benefit significantly from the application of new technologies. In a modern and effective system, one cannot think of leaving the management of calls to the hospital operator. CRM technological systems are needed, which allow you to manage all the follow-ups of vaccinations, but in an automated fashion.
Read the whole interview on: Volpe (We Are Fiber): "Digital technology can help us win the vaccine and Covid challenge"