Artificial Intelligence and customer care
An Interview with Gianluca Maruzzella, Co-Founder of Indigo AI.
Giulia Magnani Warwick - 15/10/2018
CEO spoke to Gianluca Maruzzella, Co-Founder of Indigo AI.
Indigo was founded through H-Farm, one of Italy’s leading incubators, combining Entrepreneurship, Innovation and Education.
Indigo is a B2B platform and is currently working with a huge number of companies throughout various industries.
Gianluca tells us why Indigo’s technology is so special, and why the service they offer is extremely valued by different companies.
Could you please tell us what Indigo consists in?
Indigo the first B2B Artificial Intelligence platform that aims at automating communication between companies and their consumers.
Through chat bots and machine learning we offer companies a way for them to communicate with their users in a customized and personalized way 24/7.
The artificial intelligence we use is based on a technology we have developed, which is capable of extracting information from consumers’ questions and of always developing an appropriate answer.
What issue is Indigo solving?
Essentially, Indigo works with companies, helping them communicate with their consumers in a more efficient and cost-effective way.
Many companies have difficulty maintaining high quality customer care. Having to rely on actual people to answer customers’ questions, companies cannot guarantee full-time service to their clients and the solutions may be costly and time consuming.
What we are essentially doing is creating a virtual assistant for companies that can respond to consumers in a quick and efficient manner, through tailored and personalized expressions.
How is Indigo different from others that offer a similar service to companies?
Many companies are surely using artificial intelligence at the moment to attract and retain their clients. We can for example think of the Big Players as well, such as Amazon and Google for example.
However, using their Artificial Intelligence has been proven to be quite complicated and to require a large amount of time to be implemented by other companies.
External consultants need to be employed and long internal processes need to take place before the technology can be used.
Also, the Artificial Intelligence we use is quite special, seeing that it is specialized and customized to each company it is applied to. Depending on the company’s image and how it wants to express itself, our Artificial Intelligence will adapt to this and create a chatbot that conveys and maintains the brand’s image. This way, companies have chat bots that are experts, guaranteeing a high quality and efficient service to customers.
Companies that use our technology, on the one hand, value the quality of bespoke experiences they can create, and on the other, value the simplicity they can access it with.
Are there any specific types of companies or industries you work with?
No, not really. The fact that our technology highly adapts and specializes to each different company, allows it to be used across the whole variety of sectors, ranging from banking to pharmaceutical companies.
I believe this to be one of the most important assets to the technology we have created.
What have been your biggest challenges while working on Indigo?
Apart from the basic challenges anyone, who is founding a company needs to face, I’d say ours was explaining something so technical in a simple and straightforward manner.
It was difficult to convey to companies the huge advantages they would get through using our platform. However, once they tried it, we were extremely happy and satisfied to see how much they truly valued it.
If you could give one piece of advice to someone, who wants to create something of their own, what would it be?
Find the right people. No one can do anything on their own. Confrontation is key and criticism is precious.
Building and growing our team at Indigo has been one of our great successes and I can truly say that to me, they are all friends before being colleagues.
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