Artificial intelligence solutions in Istat contact centre for data seekers and survey respondents

Abstract

Two main user groups typically contact Istat: Data Seekers — individuals looking for statistical information — and Survey Respondents — those participating in official surveys. Both groups may reach out to Istat either because they cannot find the data they need or because they require clarification or reassurance regarding the survey process. Since July 2024, a single platform, the Istat Contact Centre, has provided all user groups with a unified access point for interaction with Istat. The Contact Centre helps users to find answers to their questions by themselves, without the need for direct assistance. Given the importance of timely and efficient access to information, empowering users to resolve issues on their own not only enhances their engagement with statistical data but also contributes to higher response rates in surveys. To support this objective, Istat has implemented tools that allow users to address common issues autonomously, adopting a case deflection strategy supported by Artificial Intelligence technologies.