The virtual assistant that improves customer service through AI

The voice of a chatbot defines its personality, while the tone sets its mood towards users. The use of an implicit first-person singular made the bot friendly yet not overly formal.

To create a detailed experience guideline, we also define how the chatbot should interact with users: message length, use of formal "you", the values it expresses, the use of genderless pronouns, and, of course, a UI that allows it to be easily recognizable and user-friendly.

Nexi has a set of known contact reasons that account for a large portion of current conversations. To address these queries, deterministic flows have been defined to support users in achieving their set goals.

Once the artificial intelligence maps the intent to the correct flow, it directs users into guided conversations where they can find the solution to their problem.

The largest Microsoft AI-based project implemented in Italy in 2024 to provide a completely new user experience used CoPilot as the core engine for managing the AI.

Implemented as a technology-as-a-service, CoPilot was used both to map user requests to predefined intents and to handle requests that do not have a preconfigured flow. For these, Microsoft's AI can scan the entire Nexi knowledge base to find the best response, which is then formulated in a conversational style.

Unlike a traditional interface project, a virtual assistant is much more complex to test and validate.
It's not enough to simply check if it aligns with the design; it needs to be stressed in use, and the responses must be analyzed to ensure they are in line with the project goals.

The testing focused on:

• Adherence of the UI interface to the designed patterns.
• The textual response of the assistant being consistent with the intended tone of voice, both in form and manner.
• Correctness of deterministic flows, for which hundreds of user stories were created to allow the internal testing team to validate their consistency.