Kit Digital: Customer Management with Associated AI

The main objective of this category is to provide artificial intelligence training to optimize processes and streamline interactions and relationships with customers.

Features and services

• Lead management: manually or through file import.

• Customer management: tracking commercial activity from the opening of an opportunity to the simulation of products/services and their contracting.

• Opportunity management: all real business opportunities.

• Commercial actions or tasks: ability to create commercial actions and tasks (manually or automatically generated from the sales workflow assigned to the opportunity).

• Reporting, planning, and commercial monitoring: different levels of information aggregation.

• Alerts: you will be able to view customer alerts in different types of graphic formats.

• Document management: you will have commercial and document management software to keep all information organized in one place.

• Integration with various platforms: availability of APIs or Web Services for consolidating company-wide information and data.

• Responsive web (mobile/tablet): the designed web pages must be functional on both personal computers and mobile devices.

AI component

• Predictive lead scoring: the tool must use artificial intelligence for the historical evaluation of sales data and customer behavior in order to predict and highlight the most promising opportunities.

• Meeting and task automation: the tool must automate the process of scheduling appointments with customers and facilitate coordination between internal teams and customers.

• Automation of "sales journeys”: artificial intelligence must automate tasks such as managing tasks and sales opportunities, classifying emails and replying to them automatically, updating records, and assigning tasks to the sales network.

• Integration with the Customer Management platform: availability of APIs or Web Services for consolidating information and data.

• Data, privacy, and security: existing commitments are respected, including GDPR and the data limits stipulated by the EU.

• Providers will guarantee that AI systems intended to interact directly with natural persons are designed in such a way that those persons know they are interacting with an AI system.

• All providers must provide technical documentation, instructions for use, and comply with the Copyright Directive.

• Training in the fundamentals of generative AI in the field of customer management: training sessions to prepare employees around the functionalities described above, which will include:

• Basic fundamentals: an introduction to current regulations and the ethical and security risks involved.

• Specific training in: predictive management of current customers, potential customers (leads), and opportunities; automation of meetings, tasks, and “sales journeys” (email classification, automatic response, record updates, and assignment of tasks to the sales network); chatbots (FAQs); and intelligent document management.

• Duration: the training will have a total duration of 20 hours over two months for each of the users defined by segment.

• Human instructor: whether in person or online, the training will be delivered by a human instructor available to users.

• Completion diploma: a certificate of AI skills acquired in the field of customer management will be awarded upon completion of the training.

Execution percentages associated with the phases

• First: 70 %
• Second: 30 %

Maximum amount of the grant

• 50* ≤ X < 100 employees: 18.000€ (includes 10 users and training for at least 3 of them in associated AI)
• 100 ≤ X < 250 employees: 24.000€ (includes 15 users and training for at least 5 of them in associated AI)

* Segment IV includes companies with fewer than 50 employees that are considered medium-sized enterprises due to exceeding an annual turnover and annual balance sheet total of €10 million.