How Italian CIOs produce value with gen AI

Some gen AI applications can already summarize customer voice and written interactions with the contact center, or, in marketing and sales, identify new sales leads from calls. One telco pilot project has achieved a conversion rate of more than 10%, for instance, and also creates personalized messages to address individual customers. Plus, it’s used to speed up procurement analysis and insights into negotiation strategies, and reduce hiring costs with resume screening and automated candidate profile recommendations.

Telcos in general are also experimenting with gen AI to analyze network data and streamline the entire software lifecycle, including generating and scanning code for vulnerabilities before launch.

Gen AI for coding

In Inter-studioviaggi’s case, gen AI applied to software development has acted as a battering ram to open up widespread use cases in corporate IT. Having overcome the initial perplexity about ChatGPT, Maffei tested gen AI in coding activity and found great benefits. This led to the start of more general gen AI projects for functions such as search in the company database, experimenting with ChatGPT, Microsoft Copilot and Google’s Gemini.

“The results of ChatGPT and Gemini were, in some ways, aligned, but with a diversity of thought similar to asking a question to two fellow developers,” he says. “The answer was similar, and correct, but as if it had been processed by two people with different skills and training. This was enriching to evaluate how to operate based on my way of writing code. It allowed me to program the way I’m used to.”

Maffei’s need was to create new apps using modern languages, similar to the previous ones, but with long-term support, and there were elements where he didn’t have time to train himself.

“But I was able to release a new platform on schedule, because generative AI provided me with quick solutions for writing code using the new language,” he says. “It was a great help on the timing of programming. In this project, gen AI halved the hours needed for my work.”