1522: Askme Technology Supporting Victims of Violence
An intelligent support system combining efficiency and empathy to ensure listening and protection every day of the year.
1522 is the national public utility number dedicated to supporting victims of gender-based violence and stalking, promoted by the Presidency of the Council of Ministers – Department for Equal Opportunities. Active 24/7 and free across Italy, it represents a vital outpost for listening, guidance, and connection with the network of anti-violence centers and assistance services.
10 years
of continuous service
>130K
calls managed annually
>10K
chat conversations each year
In this extremely delicate context, Askme technology becomes a practical tool for offering timely support, operational continuity, and information traceability to anyone in a situation of danger.
The Challenge: Managing Growing Volumes with Advanced Tools
Every year, the service handles over 130,000 telephone contacts, alongside a constant growth in digital requests. The evolution of contact methods necessitated the adoption of more advanced tools to support the work of the operators and improve the management of chat interactions. Simultaneously, there was a clear need to centralize information and streamline the production of official reporting for ISTAT (the Italian National Institute of Statistics).
Previously, the manual collection of cases made it difficult to process consolidated and up-to-date data—essential information for monitoring the phenomenon of gender-based violence.
The Solution: An Intelligent Assistance Ecosystem
The adoption of the Askme Chat platform has introduced a seamless collaboration model between technology and human expertise.
A virtual assistant handles initial requests and facilitates routing to specialized operators, allowing them to focus exclusively on listening and providing psychological and practical support to victims.
The system operates as a discreet support behind the scenes: it analyzes conversations and provides useful guidance to operators, suggesting relevant information or the nearest anti-violence centers to make the intervention faster and more targeted.
Thanks to the integration between the platform’s various modules, every interaction is automatically recorded and classified, fueling a constant and secure information flow that meets the highest standards of confidentiality and data protection.
The Results: Protection, Traceability, and Social Value
The introduction of these tools has improved the operational management of the service, generating concrete benefits across the entire assistance chain:
- Operational Efficiency: The management of over 10,000 annual chats now follows a hybrid model, ensuring a constant and continuous response around the clock.
- Operator Support: Operators can rely on contextual information and case-based guidance, enhancing the quality of support offered during the most critical moments.
- Structured Reporting: Integrated monitoring allows for the production of consolidated data, supporting ISTAT in creating official analyses of gender-based violence
- Institutional Reliability: Over ten years of service continuity demonstrates the robustness of Askme solutions in supporting critical digital infrastructures for the Presidency of the Council of Ministers.
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