{"id":9699,"date":"2026-05-07T11:12:32","date_gmt":"2026-05-07T09:12:32","guid":{"rendered":"https:\/\/ingo.it\/?p=9699"},"modified":"2026-05-07T11:12:32","modified_gmt":"2026-05-07T09:12:32","slug":"come-lagentic-ai-trasforma-la-gestione-delle-emergenze-e-dei-servizi-critici","status":"publish","type":"post","link":"https:\/\/ingo.it\/en\/blog\/news\/come-lagentic-ai-trasforma-la-gestione-delle-emergenze-e-dei-servizi-critici\/","title":{"rendered":"How Agentic AI transforms emergency management and critical services"},"content":{"rendered":"\n<p>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 <strong>business continuity<\/strong>, security and customer confidence.  <\/p>\n\n\n\n<p>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.  <\/p>\n\n\n\n<p>However, many companies still rely on traditional on-call <strong>models<\/strong> 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.   <\/p>\n\n\n\n<p>In this scenario, the evolution of Artificial Intelligence is opening up new possibilities.  <\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\">Emergency management<\/h2>\n\n\n\n<p>When there is a technical problem or urgent report, the request management system should activate immediately.  <\/p>\n\n\n\n<p>An effective process must ensure:  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>immediate reception<\/strong>, with no waiting time;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>certain <strong>identification <\/strong>of the caller;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>accurate <strong>collection <\/strong>of reporting <strong>information <\/strong>;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>correct <strong>activation <\/strong>of the on-call <strong>technician <\/strong>or team;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>full <strong>traceability <\/strong>of the<strong>intervention<\/strong>.<\/li>\n<\/ul>\n\n\n\n<p>In traditional models, these activities depend almost exclusively on manual handling by operators. This approach may work under normal conditions, but it becomes fragile when the volume of requests increases or when escalation procedures are complex.   <\/p>\n\n\n\n<p>It is precisely in these contexts that intelligent automation can make a difference.  <\/p>\n<\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">From traditional automation to Agentic AI<\/h2>\n\n\n\n<p>In recent years, Artificial Intelligence has evolved rapidly from simple automated response systems to more advanced solutions based on Agentic AI.  <\/p>\n\n\n\n<p><strong>AI agents<\/strong> are intelligent systems capable not only of dialoguing with the user, but also of understanding context, accessing business data and triggering operational actions.  <\/p>\n\n\n\n<p>Unlike traditional chatbots, a <strong>virtual agent<\/strong> can:  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>automatically recognize the caller;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>verify information in business systems;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>collecting data from a report;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>assess the level of criticality of the request;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>activate predefined escalation procedures.<\/li>\n<\/ul>\n\n\n\n<p>This shift marks a major shift from simple automated response to intelligent management of operational flows.  <\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column sfondo-azzurro is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\">The INGO model: technology, platforms and operational skills  <\/h2>\n\n\n\n<p>INGO positions itself as a <strong>knowledge company<\/strong> specializing in the design and management of advanced Customer Operations.  <\/p>\n\n\n\n<p>The value of <strong>INGO <\/strong>comes from the integration of four key elements:  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>advanced technology platforms;  <\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>artificial intelligence solutions;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>process automation;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>specialized operational skills.  <\/li>\n<\/ul>\n\n\n\n<p>This approach enables companies to transform the management of even the most critical requests into structured, scalable, data-driven processes.  <\/p>\n\n\n\n<p>INGO designs service models that integrate AI, processes and people, adapting them to the specific needs of each sector.  <\/p>\n<\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Automated on-call service: intelligent engagement management<\/h2>\n\n\n\n<p>Among the solutions developed by INGO for managing critical services is Automated on-call service, designed for companies that need to handle <strong>technical interventions<\/strong> or <strong>urgent reports<\/strong>.<\/p>\n\n\n\n<p>Through integration between AI platforms and business systems, the system is able to:  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>automatically identify the caller;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>collect essential information about the report;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>apply the escalation procedures defined by the company;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>immediately activate the correct on-call technician.<\/li>\n<\/ul>\n\n\n\n<p>The process takes place without waiting time and with complete traceability of operations.  <\/p>\n\n\n\n<p>This model reduces the risk of human error and ensures precise management of engagements even in high-pressure situations.  <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">AI Reception: intelligent reception and multichannel management  <\/h2>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-b4b7c2eeb2712d240f4de2e6f76628b1\">Alongside emergency management, INGO also develops AI Reception solutions designed to <strong>automate and optimize the handling of incoming requests<\/strong>.  <\/p>\n\n\n\n<p>The system combines <strong>intelligent virtual agents with human supervision<\/strong> and enables:  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>manage telephone reception automatically and multilingually;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>recognize the origin of calls;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>classify requests according to type;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>directing interactions to the appropriate departments.<\/li>\n<\/ul>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-37224a5d7e497bd02ee1fda9c857bfb7\">This model enables companies to efficiently handle both routine and more complex requests while maintaining a high quality of service at all times.  <\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"414\" src=\"https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/Agent-AI-img-ENG-1024x414.webp\" alt=\"\" class=\"wp-image-9709\" style=\"aspect-ratio:2.4794816414686824;width:654px;height:auto\" srcset=\"https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/Agent-AI-img-ENG-1024x414.webp 1024w, https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/Agent-AI-img-ENG-300x121.webp 300w, https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/Agent-AI-img-ENG-768x310.webp 768w, https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/Agent-AI-img-ENG-1536x621.webp 1536w, https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/Agent-AI-img-ENG.webp 1630w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">The results<\/h2>\n\n\n\n<p>The adoption of AI and automation-based models brings tangible <strong>benefits <\/strong>both operationally and on the customer experience.  <\/p>\n\n\n\n<p>Among the main <strong>advantages<\/strong>:  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>reducing operating costs<\/strong> by automating repetitive processes;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>autonomous handling<\/strong> of a significant proportion of calls;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>greater precision in <strong>escalation<\/strong> management;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>ability to <strong>handle <\/strong>variable <strong>volumes <\/strong>without increasing resources.  <\/li>\n<\/ul>\n\n\n\n<p>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.  <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The future of critical services between human &amp; AI<\/h2>\n\n\n\n<p>At INGO, we believe that the most effective innovation comes from the<strong>integration of technology and human skills<\/strong>.  <\/p>\n\n\n\n<p>Automating<strong> emergency management<\/strong> 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.  <\/p>\n\n\n\n<p><strong>Artificial Intelligence<\/strong> manages the timeliness and accuracy of processes, while people provide analysis, supervision and management of the most complex situations.  <\/p>\n\n\n\n<p>It is this integration of platforms, AI, automation, and operational expertise that enables companies to manage critical services more efficiently, reliably, and scalably.  <\/p>\n\n\n\n<p>And it is in this integration that <strong>INGO<\/strong>&#8216;s role lies: to transform technology, data and operational experience into concrete models of evolved Customer Operations.  <\/p>\n\n\n<section id=\"b-utrnkd_mkf93h93\" class=\"brxe-section\"><div id=\"b-jludht_mkf93h93\" class=\"brxe-container\"><div id=\"b-xkhqwd_mkf93h93\" class=\"brxe-container\"><p id=\"b-ghtdbz_mkf93h93\" class=\"brxe-heading\">Uninterrupted availability<\/p><h2 id=\"b-lqjfqn_mkf93h93\" class=\"brxe-heading\">Ensure continuity for your customers<\/h2><p id=\"b-mnlmfl_mkf93h93\" class=\"brxe-text-basic\">Learn how to implement intelligent emergency management systems to ensure your customers always receive reliable service.<\/p><a id=\"b-gitece_mkf93h93\" class=\"brxe-text-link greensvg\" href=\"https:\/\/ingo.it\/#\"><span class=\"icon\"><svg class=\"\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"14.342\" height=\"14.342\" viewBox=\"0 0 14.342 14.342\"><g transform=\"translate(1.5 1.5)\"><path d=\"M10.5,23.342a1.5,1.5,0,0,1-1.061-2.561L20.782,9.439A1.5,1.5,0,0,1,22.9,11.561L11.561,22.9A1.5,1.5,0,0,1,10.5,23.342Z\" transform=\"translate(-10.5 -10.5)\" fill=\"#306d97\"><\/path><path d=\"M21.842,23.342a1.5,1.5,0,0,1-1.5-1.5V12H10.5a1.5,1.5,0,0,1,0-3H23.342V21.842A1.5,1.5,0,0,1,21.842,23.342Z\" transform=\"translate(-10.5 -10.5)\" fill=\"#306d97\"><\/path><\/g><\/svg><\/span><span class=\"text\"><span data-gbrx-id=\"gb-gitece\" data-gbrx-subfield=\"text\" >GET MORE INFORMATION<\/span><\/span><\/a><\/div><img loading=\"lazy\" decoding=\"async\" width=\"2242\" height=\"2560\" src=\"https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/CTA-Image-scaled.png\" class=\"brxe-image css-filter size-full\" alt=\"CTA Image\" id=\"b-vsxwtm_mkf93h93\" srcset=\"https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/CTA-Image-scaled.png 2242w, https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/CTA-Image-263x300.png 263w, https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/CTA-Image-897x1024.png 897w, https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/CTA-Image-768x877.png 768w, https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/CTA-Image-1345x1536.png 1345w, https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/CTA-Image-1793x2048.png 1793w\" sizes=\"auto, (max-width: 2242px) 100vw, 2242px\" \/><\/div><\/section>\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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.<\/p>\n","protected":false},"author":7,"featured_media":9688,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[15],"tags":[29,129,37],"class_list":["post-9699","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","tag-customer-experience-en","tag-healthcare-en-2","tag-intelligenza-artificiale-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO 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