Service design, technology and innovation
SOFTEC SpA (YSFT.MI), is a public listed company operating in the digital transformation service industry with a strong focus on data enabled customer experience and innovative technology. With more than 20 years of market history and a team of around 100 skilled professionals, Softec operates mainly through 4 business units: Digital Transformation, Platform, Communication and Data Driven Marketing. SOFTEC, headquartered in Milan, has operating branches in Prato, Rome and in Abu Dhabi through the joint venture, Yas Digital Media. Softec provides its services on a turn key basis and in SaaS mode through Orchestra: the Company’s highly scalable, cloud based, customer data platform for omni-channel experience that natively integrates artificial intelligence, IoT and robotic service orchestration. Since 2016, it has been member of the Pepper Partners Europe.
Prysmian Group, world leader in the energy and telecom cable systems industry, involved Softec in the development of “a virtual assistant” integrated in the Group’s intranet in order to simplify the company’s communication towards 30.000 Prysmian and General Cable employees in the field of HR, IT and communication.
It’s called Blu Bot and it has just marked a further milestone in Prysmian Group’s journey into Digital Transformation. A transformation that, in the last two years, has faced a great strengthening of the digital identity of the core business and has made internal communication more effective, relevant and fast.
The Blu Bot chatbot, built in just 6 weeks, was created through Softec’s Digital Transformation skills and Conversate‘s Artificial Intelligence. The fast release of the tool was also driven by the strong collaboration of Prysmian and General Cable’s employees that tested Blu Bot, conversing with the chatbot 24 hours a day from different continents. This allowed the chatbot to learn and quickly improve its knowledge, becoming operational in record time.
Supporting Dubai governative society’s DEWA (Dubai Electricity and Water Authority) in enhancing customer happiness through innovation.
Softec / YAS Digital Media aim at going beyond the standard customer journey, offering to prospects and customers a unique experience, simultaneously digital and physical. The strategic role is played by Pepper, the first humanoid robot: with his empathy and humanity, he is able to build a distinctive relation with the people around him and the surrounding space.
Placed as digical touchpoint into a number of stores, he is not just a digital service provider, but also puts people at their ease in order to increase the excellence of services, making Dubai the smartest and happiest city in the world.
What makes the project utterly innovative from a technological point of view is the integration of Orchestra, the cloud-based platform, with Rammas, the cognitive service platform based on Microsoft Azure, which is already available 24/7 to reply to users’ inquiries on DEWA’s website, mobile app, and Facebook page.
Investing in smart service, AI, robotics, Internet of Things, Big Data and cloud computing, Dubai’s goal is to become a leader in shaping the future not only through innovation but also sustainability and ecology. In this scenario, Softec/Yas Digital Media play a key role.
To support 1177 (the icon brand of Calze Ileana) through its Digital Transformation, Softec decided to aim at integrating new digital processes into the company’s business development by exploring new channels of distribution, sales and digital payment.
The “Connected Vending Machine” project represents a strategic milestone which revolutionises the company’s go-to-market, reinterpreting the entire relationship model and interactions with customers and prospects. The technology becomes a way to rethink and transform the Retail channel, reconciling the physical and digital experience in a Continuum Experience in which the Physical Journey continues on digital channels, activating new purchasing cycles.
In a context where consumers are more and more connected and demanding on brands, Softec has studied an omnichannel solution able to support 1177 to know them and convert them into customers throughout all phases of the Customer Journey: from engagement to customer service, to the sale of the product.
This by planning a “Digical” experience where all physical touchpoints (airports, shopping centres, public places, points of sale) can reconcile with the digital ones in a Retail 4.0 unique Customer Experience.
The “Connected Vending Machine” solution, along with Pepper, the social robot able to understand and converse with consumers, offers an innovative buying experience 4.0, from the supply of product information to the sale.
The BMS (Behaviour Management System) is a module of the Orchestra IoT Platform. It highly reduces the complexity in designing, developing and managing humanoid robots such as Pepper, by enabling the creation of behaviour that the robot executes, based on users’ inputs or programmatic events. It is also an advanced RSO (Robotic Service Orchestration) tool, that allows businesses to standardize and automate repetitive tasks through different touch points and easily integrate any 3rd party cloud platform/service.