After Certified Communication and Digital Signature, ASL Cuneo 1 chooses Tinexta Infocert again to improve the efficiency of its assistance services.
The Local Health Authority Cuneo 1 operates in the Piedmont region and manages several hospitals and healthcare facilities, with a staff of approximately 4,000 doctors, nurses, technicians, and administrators.
ASL Cuneo 1 has been satisfied with Tinexta Infocert solutions for years. In fact, in 2008, it began digitizing its processes by introducing Legalmail, the solution for managing certified email in a smart and secure way.
In 2015, the ASL began digitizing the signatures on all clinical documents. This was made possible by the adoption of Gosign Proxy, which helped the company dematerialize the process, making it more efficient and sustainable.
In 2024, ASL Cuneo 1 decided to continue its digital transformation journey. The need was to streamline the activities of Customer Care, which was managing an extremely high volume of requests, repetitive issues, and low added value.
A common example was the need to respond to password recovery requests from healthcare professionals, an operation that took time and resources away from customer support, slowing down the management of more complex issues and also creating high turnover due to the lack of professional stimulation for the employees themselves.
This situation highlighted the need to adopt an automated solution capable of independently managing recurring requests, improving operational efficiency and optimizing the user experience.
Tinexta Infocert therefore proposed that the customer adopt Trusty, the AI assistant based on machine learning and deep learning procedures that revolutionizes the customer experience. The solution, which will be integrated starting in the second half of the year, will begin operating as a first-level support service, gradually evolving into a full-fledged IT service.
The implementation will follow several phases, starting with initial support for credential and password recovery, an activity that will lighten the customer care load, improving response times and efficiency.
According to Andrea Saglietti, Head of SS Innovation and IT Security, “The introduction of the Trusty chatbot will be a turning point for our support service. Thanks to its ability to automatically answer frequently asked questions and guide users in a simple and intuitive way, it will be instrumental in reducing the workload on our Customer Care team. This will allow us to devote more resources to complex cases and improve the overall quality of the service offered to citizens.“
At the same time, the chatbot will undergo a continuous learning process, gradually acquiring new skills to handle a growing number of requests independently. It will then be expanded to support internal staff and IT support, becoming a complete digital assistant for employees.
Andrea Saglietti, Head of SS Innovation and IT Security, states, “Thanks to the support of Tinexta Infocert, we are confident that we will be able to integrate AI to make our internal processes increasingly efficient and instead devote the right amount of time to what is truly important to us: our patients.”
Matteo Bonomini, Account Manager at Tinexta Infocert, also states, “For Tinexta Infocert, contributing to digital innovation in healthcare is not only a technological challenge, but also a social responsibility. We believe that putting technology at the service of healthcare facilities means improving people’s lives by making services more accessible, secure, and efficient. That’s why we continuously invest in reliable, scalable, and compliant solutions that can accompany our partners on their digital transformation journey.”
InfoCert S.p.A. Company Subject to the Management and Coordination of Tinexta S.p.A. – P.IVA/CF 07945211006 – Share Capital Subscribed and Paid-up € 21.099.232,00 – REA RM 1064345 – Registered Office: Piazzale Flaminio 1/B, 00196 – Rome (Italy)
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