Arca Fondi: a new dialogue with clients and distributors thanks to AI
Cluster Reply has supported Arca Fondi in improving the management of digital interactions with clients and distributors through a multi-agent system.
,allowExpansion)
The Challenge
Unifying and enhancing the user’s conversational experience through an advanced digital assistant that can handle complex scenarios.
Scenario
Overcoming the limitations of traditional chatbots
Arca Fondi, one of Europe’s leading asset management companies, has always aimed to deliver excellent service by responding quickly and accurately to the needs of clients and distributors. Initially, the company used a chatbot that could respond only to questions phrased precisely, with correct punctuation and following a strict pattern.
However, over time, the need to evolve this tool became clear, making it capable of handling more complex conversations, such as requests for financial performance data, document searches, or first-level assistance. The goal was to improve the user experience by enhancing the conversational system and enabling it to manage some of the requests that previously required human intervention, thereby reducing the workload on customer support.
The Solution
Generative AI to enhance conversational capabilities
To overcome the limitations of the previous system, Cluster Reply developed Gaia — an innovative solution based on AI agents. The system is designed to meet the needs of both end clients and placement professionals focused on sales and portfolio management, automating operational processes that previously required manual intervention. The new digital assistant accesses multiple data sources, such as FAQs, product sheets, and fund information, to provide accurate and contextualised responses. Its modular and highly scalable architecture enables easy future expansion, allowing new sources or functionalities to be integrated without compromising performance.
How we did it
Specialised agents to optimise responses and processes
The system is built on a modular architecture leveraging Microsoft Azure Cloud and Azure OpenAI models, and employs a range of specialised agents to optimise request processing. When a user submits a query, a primary orchestrator agent analyses and classifies the request before directing it to the relevant specialised agents, which retrieve information directly from the knowledge base. Thanks to integration with back-end systems via APIs, Gaia can also access up-to-date information and provide personalised responses based on the user’s profile. After this rapid processing, another agent consolidates the outputs from the previous agents and delivers the final response to the user.
Faster and
more accurate
Thanks to the use of specialised agents for retrieving information from APIs, fund data, and general knowledge sources, the system can handle complex requests while delivering precise and targeted responses.
Modularity and
flexibility
Modular architecture allows for easy integration of new features and content, ensuring rapid evolution of the system.
Improvement
of the user experience
Thanks to personalised and accurate responses, the user’s interaction with the system is significantly enhanced.
Simplification of information management
The solution streamlines access to information, reducing the operational workload of the support team.
Arca Fondi SGR is one of the leading asset management companies in Italy, born from the experience of Arca SGR S.p.A., founded in October 1983. The company boasts a solid presence across the national territory, with over 100 placement entities and more than 8,000 branches, offering a widespread and accessible service. Specializing in the management of mutual funds, pension products, and wealth solutions, Arca Fondi SGR stands out for its innovation, sustainability, and performance orientation. The company's approach is long-term, focusing on prudent capital management and the adoption of best practices in the financial sector.
Cluster Reply is the company of the Reply Group specialized in consulting and integrating Microsoft technology systems. As a Microsoft partner, Cluster Reply is active in Germany, Austria, and Switzerland and works within the Reply network with affiliated companies in Brazil, Great Britain, Italy, and the United States. The company focuses on innovation and supports clients in their digital transformation. Solutions range from on-premise applications to cloud ones in the modern workplace, security, business applications, applications and infrastructure, data, and artificial intelligence.