AI for internal communication: quick access to strategic information
Cluster Reply has developed an intelligent virtual assistant for Generali Italia with Microsoft Copilot Studio, ensuring a secure interface that is perfectly integrated into existing business systems.
#Copilot Studio
#Power Platform
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THE CHALLENGE
Ensure effective and timely internal communication, improving access to strategic information.
THE CONTEXT
Generali is one of the leading insurance companies in Italy and one of the global leaders in the sector. With an extensive network of agencies and a wide range of insurance and financial solutions, it stands out for its innovative approach and constant focus on customer centrality.
In a complex and constantly evolving organizational context, internal communication is essential to keep teams aligned and productive.
Generali Italia has chosen to adopt an innovative approach with the aim of providing precise, contextual, and always relevant responses.
The introduction of artificial intelligence in internal communication processes requires a priority focus on security and data protection, to minimize the risk of information exposure.
THE SOLUTION
LIA: an AI assistant for internal communication
Cluster Reply has designed and developed LIA, a virtual assistant based on Microsoft Copilot Studio, natively integrated with Microsoft Teams and SharePoint Online. The solution leverages an advanced orchestration engine, powered by generative AI, capable of analyzing user requests and automatically identifying the topic at hand. Based on the detected topic, LIA selects the most relevant knowledge base and initiates a targeted search among specific content: documents, data stored in Dataverse, or sections of SharePoint Online. All components of the solution are managed directly within Copilot Studio, which centralizes configurations and operational flows. The system uses Dataverse, Power Automate, and AI Builder to ensure efficient data and process management, ensuring consistency, scalability, and a smooth user experience.
THE METHOD
Low-code development and smart integration
For the development of LIA, Cluster Reply adopted an iterative and incremental approach, designed to ensure speed, flexibility, and continuous improvements.
From the early stages, the internal communication team has been actively involved in identifying priority areas of use, defining conversational flows, and progressively refining the content, building a solution centered on people's needs.
Low-code tools have enabled rapid cycles of prototyping, testing, and release, minimizing development time and maximizing value for users.
The evolution of the platform has occurred gradually, integrating specific features at each stage and refining data management, making the experience smooth and immediately accessible within the tools already adopted by employees, such as Microsoft Teams and SharePoint Online.
The RESULT
Find strategic and accurate information
Generali Italia is the leading insurance company of the Generali Group, a diversified financial group that is a leader worldwide. The business model, based on the Life, Non-Life, and Asset & Wealth Management segments, is characterized by a clear strategy, a focus on technical excellence, a strong multichannel distribution network, financial solidity, innovation, and the ability to offer solutions to clients that meet the changing needs of the context. At the heart of Generali's strategy is its ambition to be a Lifetime Partner to clients, agents, employees, institutions, and communities. The Group has fully integrated sustainability into all strategic choices, with the aim of creating value for all stakeholders and building a fairer and more resilient society.