How Agentic AI transforms emergency management and critical services

Handling urgent requests and emergencies with traditional on-call models based on physical switchboards or manual procedures can generate delays, errors, and high costs, especially during peak periods or high-pressure situations.

In many sectors-from utilities to industry, from property management to technical infrastructure management-the ability to handle an urgent request in a timely and accurate manner is an essential element in ensuring business continuity, security and customer confidence.

Technical failures, emergency alerts, plant or infrastructure interventions, are situations in which every minute counts and in which the request management system must operate 24/7, 365 days a year.

However, many companies still rely on traditional on-call models based on switchboards or manual escalation management systems. Structures that, over time, have shown obvious limitations: difficulties in handling peak requests, margins for error in managing engagements, and high costs to ensure continuous service coverage.

In this scenario, the evolution of Artificial Intelligence is opening up new possibilities.

From traditional automation to Agentic AI

In recent years, Artificial Intelligence has evolved rapidly from simple automated response systems to more advanced solutions based on Agentic AI.

AI agents are intelligent systems capable not only of dialoguing with the user, but also of understanding context, accessing business data and triggering operational actions.

Unlike traditional chatbots, a virtual agent can:

• automatically recognize the caller;

• verify information in business systems;

• collecting data from a report;

• assess the level of criticality of the request;

• activate predefined escalation procedures.

This shift marks a major shift from simple automated response to intelligent management of operational flows.

Automated on-call service: intelligent engagement management

Among the solutions developed by INGO for managing critical services is Automated on-call service, designed for companies that need to handle technical interventions or urgent reports.

Through integration between AI platforms and business systems, the system is able to:

• automatically identify the caller;

• collect essential information about the report;

• apply the escalation procedures defined by the company;

• immediately activate the correct on-call technician.

The process takes place without waiting time and with complete traceability of operations.

This model reduces the risk of human error and ensures precise management of engagements even in high-pressure situations.

AI Reception: intelligent reception and multichannel management

Alongside emergency management, INGO also develops AI Reception solutions designed to automate and optimize the handling of incoming requests.

The system combines intelligent virtual agents with human supervision and enables:

• manage telephone reception automatically and multilingually;

• recognize the origin of calls;

• classify requests according to type;

• directing interactions to the appropriate departments.

This model enables companies to efficiently handle both routine and more complex requests while maintaining a high quality of service at all times.

The results

The adoption of AI and automation-based models brings tangible benefits both operationally and on the customer experience.

Among the main advantages:

• reducing operating costs by automating repetitive processes;

• autonomous handling of a significant proportion of calls;

• greater precision in escalation management;

• ability to handle variable volumes without increasing resources.

In many cases, up to 80 percent of first-level requests can be handled automatically, leaving the more complex situations to be handled by specialized operators.

The future of critical services between human & AI

At INGO, we believe that the most effective innovation comes from theintegration of technology and human skills.

Automating emergency management does not mean eliminating the role of people, but allowing them to focus on activities where experience and decision-making skills really make a difference.

Artificial Intelligence manages the timeliness and accuracy of processes, while people provide analysis, supervision and management of the most complex situations.

It is this integration of platforms, AI, automation, and operational expertise that enables companies to manage critical services more efficiently, reliably, and scalably.

And it is in this integration that INGO‘s role lies: to transform technology, data and operational experience into concrete models of evolved Customer Operations.

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