59 S4-2; S4-3; S4-4 – Processes to engage consumers and end users regarding impacts, to address negative impacts, and channels for expressing concerns and relevant actions For Osculati, engaging consumers and end users is a fundamental element in ensuring an efficient, transparent service that aligns with their expectations. To support these activities, the company relies on a comprehensive commercial back office that provides daily assistance through a dedicated B2B portal, accessible from the official website. Through this platform, customers can consult the updated catalogue, manage their orders, check product availability, and monitor their operations independently, making the purchasing process simple and immediate. Alongside digital support, Osculati offers an integrated customer-care service managed by a team of five operators who assist clients in every phase—from pre-sales consulting to after-sales support. This approach ensures timely responses to needs and issues, strengthening customer relationships. In 2023, Osculati introduced to the public, during major industry trade fairs, the virtual assistant AEmilio, which provides users with any type of information related to Osculati products. In its 2.0 version, AEmilio accesses information contained in the company’s PIM system and can process complex queries thanks to an AI engine based on GPT-4 Turbo. When consulted, it provides accurate responses regarding product details and compatibility, and can also direct users to a human operator when necessary. This project has opened new perspectives—from extending support functions to enabling customer assistance outside office hours and during weekends—significantly improving accessibility for end users. Osculati places great value on customer feedback as a key tool to assess the impact of its activities and continuously improve its services. Although the company did not conduct specific surveys in 2023, it continues to collect and monitor customer needs through various contact channels and its commercial network, fostering a continuous process of listening and performance improvement.
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