Pierpaolo Benedetti is the Operations Director at <\/span>Nethex Care<\/span><\/b>, the branch of the Nethex Group entirely dedicated to <\/span>customer experience<\/span><\/b>. A role he has held for several years, following a long career within the company.<\/span>\u00a0<\/span>
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\n“I joined Nethex in 2010, at the very beginning of the project. Over the years, I\u2019ve held various operational and managerial roles, eventually becoming Operations Director. I\u2019ve been working in the customer care industry since 2000 and have witnessed all its evolutionary phases\u2014both organizational and technological.”<\/span>\u00a0<\/span><\/p>\n\n “In recent years, we’ve seen the rise of new technologies presented as revolutionary. However, one thing remains constant: the need for empathy. Customers aren\u2019t just looking for a solution\u2014they want to be understood. The human connection remains essential. That\u2019s what truly makes the difference in customer experience.” <\/p>\n\n “Nethex has chosen to integrate technology as an enabler, not a replacement. We see artificial intelligence as a way to enhance our operators: it provides real-time suggestions and handles the simpler requests, leaving the more complex, empathy-driven interactions to humans.”<\/span><\/span>\u00a0<\/span><\/p>\n\n “Our AI tools support operators by allowing them to focus on relationships rather than searching for answers. This improves service quality and encourages <\/span><\/span>reskilling<\/span><\/span>: operators are now handling more complex, second-level issues, while automation manages repetitive tasks.”<\/span><\/span>\u00a0<\/span><\/p>\n\n “A clear example is the <\/span><\/span>private pension sector<\/span><\/span>, where we have extensive experience. <\/span>We\u2019ve<\/span> developed a smart chatbot to handle FAQs\u2014carefully designed to avoid processing sensitive data. Meanwhile, our operators are equipped with advanced tools, enabling them to focus on more complex and delicate issues.”<\/span><\/span>\u00a0<\/span><\/p>\n\n “We built a dedicated <\/span><\/span>LLM (Large Language Model)<\/span><\/span> specifically for the pension industry. The hardest part <\/span>wasn\u2019t<\/span> just teaching the AI what to say\u2014but what <\/span><\/span>not<\/span><\/span> to say. We meticulously defined the limits of its responses, ensuring the system avoids giving incorrect or misleading information, even if that means not responding at all.”<\/span><\/span>\u00a0<\/span><\/p>\n\n “AI doesn\u2019t run itself. You need skilled professionals to define its boundaries, train it, <\/span>monitor<\/span> it, and adjust it. The <\/span>real challenge<\/span> isn\u2019t<\/span> automation\u2014<\/span>it\u2019s<\/span> <\/span>AI governance<\/span><\/span>. That\u2019s where Nethex is <\/span>investing:<\/span> in developing professionals who can lead innovation, not just follow it.”<\/span><\/span>\u00a0<\/span><\/p>\n\n singly connected, but also increasingly diverse. We provide assistance not only in Italian, but also in Chinese, Arabic, Romanian, and other languages, to ensure even the most complex requests are handled clearly and effectively.”<\/span><\/span>\u00a0<\/span><\/p>\n\n “It means delivering the <\/span><\/span>same high-quality service<\/span><\/span> across all channels: phone, chat, WhatsApp, email, social media. For customers, the communication method <\/span>doesn\u2019t<\/span> matter anymore. And the same goes for our operators, who are trained to provide consistent, effective support on any platform. That\u2019s one of our greatest strengths.”<\/span><\/span>\u00a0<\/span><\/p>\n\n “I believe the future lies in a <\/span><\/span>balanced fusion<\/span><\/span> of technology and humanity. AI helps us move faster\u2014but only humans can <\/span>truly understand<\/span> people\u2019s deeper needs. Our goal is clear: to build a customer experience that is increasingly personalized, accessible, and human\u2014even in an ever more digital world.”<\/span><\/span>\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":" Technology, empathy, and multichannel strategy. Nethex’s vision of Customer Experience in the words of Pierpaolo Benedetti, Operations Director at Nethex. Pierpaolo Benedetti is the Operations Director at Nethex Care, the branch of the Nethex Group entirely dedicated to customer experience. A role he has held for several years, following a long career within the company.\u00a0
[…]<\/p>\n","protected":false},"author":4,"featured_media":4406,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[],"class_list":["post-4408","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news"],"yoast_head":"\nHow has the concept of customer experience evolved in recent years?<\/span><\/span>\u00a0<\/span><\/h3><\/h3>\n\n
What strategy has Nethex Care adopted to meet these new challenges?<\/span><\/b>\u00a0<\/span>
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“Nethex has chosen to integrate technology as an enabler, not a replacement. We see artificial intelligence as a way to enhance ou<\/span><\/h3><\/h3>\n\n
How does technology improve operators\u2019 work?<\/span><\/span>\u00a0<\/span><\/h3><\/h3>\n\n
Which sectors are <\/span>benefiting<\/span> most from this approach?<\/span><\/span>\u00a0<\/span><\/h3><\/h3>\n\n
How did you train your AI in such a sensitive sector?<\/span><\/span>\u00a0<\/span><\/h3><\/h3>\n\n
How does the human role change in this new balance?<\/span><\/span>\u00a0<\/span><\/h3><\/h3>\n\n
Beyond technology, what other elements is Nethex Care focusing on to enhance user experience?<\/span><\/span>\u00a0<\/span><\/h3><\/h3>\n\n
What does it mean for Nethex to offer true multichannel service?<\/span><\/span>\u00a0<\/span><\/h3>\n\n
How do you envision the future of customer experience?<\/span><\/span>\u00a0<\/span><\/h3><\/h3>\n\n