INGO and a project in security industry, a success story

INGO implemented an AI-based automation solution for a major security client on an international scale. Leveraging emergency response expertise and artificial intelligence innovation, a best-in-class on-call management model was created.

Who is the customer

The company is positioned as a world leader in the manufacture and service of detection and screening equipment and technologies for aviation, ports and borders, urban security, and military applications.
Renowned for its high-level expertise, first-class products and services, the organization is trusted by customers from all walks of life. Its mission is touse technology to develop innovative solutions and services that protect lives, safeguard society, and support the free movement of people and goods.

For what reason did the company contact INGO?

The client was looking for an on-call solution for managing malfunctions on its airport security systems that involved dual-language Italian-English and was as efficient as possible.
Thanks to the experience in managing H24 emergency switchboards and established processes in automation, the client chose INGO as its supplier to fully develop the project.

Challenges ahead: a Partner to manage operational complexity

The client was faced with several operational challenges that required an integrated and professional solution. It was necessary:

• Create a single point of contact (SPOC) with automated management to simplify communication processes and ensure operational efficiency.
• The global nature of operations required continuous service coverage, 24 hours a day, 365 days a year, without interruption.
• Customer management also needed to be multilingual to effectively support diverse international markets.
• Highly variable work volumes required a flexible structure capable of adapting quickly to fluctuations in demand.
• It was essential to ensure total adherence to operating procedures, a prerequisite for maintaining the quality and security standards required by the industry.

What has INGO accomplished for the client?

The project implementation process followed a structured, step-by-step approach, beginning with preliminary meetings dedicated to the detailed definition of operational processes. During this initial phase, a comprehensive flowchart was created to visualize and optimize each step of the workflow.

As explained by. Marco Lembo, Senior Developer @INGO and responsible for the automation process:

This project stems from the need to ensure immediate support for operators while minimizing downtime. Putting those using the customer’s machinery in direct contact with on-call technicians means increased efficiency and responsiveness.

From design to implementation

The project was operationally launched in late 2023 in Italian and English, for airport locations in Italy.
The results and efficiency of the initial project, led the client to request a further implementation, in early 2025, for the French language, to serve airports in France and Africa.

Initially, the team proceeded with the definition of the rules of engagement and escalation procedures, while simultaneously identifying all contact channels necessary to ensure effective communication.
The development phase saw the creation of the final process and testing of all the tools necessary for its operation, followed by a thorough system testing phase and the development of a dedicated reporting system.
During the testing phases, small, punctual changes, perfectly contextual to the process, were made to ensure the highest level of operational efficiency.

Technology and solution architecture

The implemented solution is based on an advanced technological architecture that integrates management databases, automated IVR systems and artificial intelligence technologies. Each machine in the installed fleet is catalogued in the management database with a unique identification code, associated with the specific system and geographical location of the machine.

An intelligent automated management system

The operational process follows a predefined script: when the airport technician needs assistance, he contacts the dedicated number following the directions based on contact time and product type. The automated IVR system , enhanced by AI technologies via voicebot, requires machine code entry to immediately identify the context of the intervention.

The IVR, developed using IVR Designer from XCALLY, implements a specific security protocol with a message requiring you to press 1 to accept the call. This is the only valid answer accepted by the system, a solution designed specifically to avoid false “positives” generated by automated answering machines.

Once the request is confirmed, the system automatically triggers a call to the on-call technician. This call is also generated via voicebot and is dynamically customized based on the specific airport, the product involved, and the problem encountered. The escalation system is structured on several levels: after two unanswered attempts, the call is transferred to the various available on-call technicians, again with two attempts for each, until it reaches the administrative manager.

At the end of each call, the system automatically generates a summary email that is sent to both the responding on-caller and the customer’s customer care.
The turnaround time to the on-call person is approximately 60 seconds.
At the specific request of the customer, a loop mechanism has also been implemented that makes the escalation cycle on the on-callers essentially infinite, ensuring that no call goes unanswered.

Concrete results and measurable benefits

Implementation of the solution has generated significant results in terms of operational efficiency and cost control. Centralization of activities has enabled more effective control of operating costs, resulting in an average savings of 30 percent compared to previous management.

The system has also enabled optimal prioritization of interventions, ensuring that the most critical requests are handled in a timely manner. The most important result was the achievement of 100% handling or escalation of interventions, completely eliminating the risk of missed or unhandled calls, a crucial factor for business continuity in airport environments where safety and reliability are top priorities.

Automation excellence in the Security industry

This project is a prime example of how it is possible to combine operational efficiency, cost control and maximum reliability.
The integration of artificial intelligence, automated systems and structured escalation procedures has created an operating system that ensures continuity of service and maximum responsiveness, which are critical to the safety of millions of passengers worldwide.

The gradual expansion of the service, from the initial Italian-English coverage to the integration of French for European and African markets, testifies to the scalability and adaptability of the solution.

We thought of this project by putting the people who work with our technologies every day at the center. Knowing that they can count on immediate support in critical moments makes all the difference.

The success of this project confirms the importance of a partnership-oriented approach, where a deep understanding of customer needs results in innovative technological solutions.