Automation Commesse: BIT and LUO bring 33 contact center processes to automation, 11 already ready for go-live

Since July BIT has been working with LUO on the Automation Commesse program, part of the group’s transformation plan. At the end of September the portfolio counts 33 processes across 9 accounts, about 485,000 cases a month and almost 12,000 hours of work a month addressed.

LUO runs customer care and back office services for large companies in energy, telecommunications, financial services and public administration. Its operators’ day is made of the same repetitive tasks: routing emails and tickets, filling in forms, checking data across several systems, preparing reports for the client.

Automation Commesse, launched in July 2026, starts from there. For each account BIT and the LUO teams map the processes, estimate volumes and times, and design the automation: UI automation, RPA form fillers, automatic request classification, monitoring dashboards. The method is that of AIRA, the BIT framework for bringing AI into operational processes.

Every automation follows the same cycle: requirements analysis, development, testing on real cases, SOC validation, release, operation. A weekly dashboard tracks where each process stands and how much work it addresses, so management sees bottlenecks and the value already in production at a glance.

The numbers at September 24, 2026

Indicator	Value
Processes in portfolio	33
Accounts involved	9
Cases handled per month	about 485,000
Hours of work per month addressed	about 11,900
Processes in production	5
Processes in release	11

The last week of September marked the key step: 8 automations passed security validation and 11 entered release.

”Automating a contact center means taking away from the operator the work that requires no judgment, and leaving the work that does. With LUO we measure it process by process, every week.”

— Francesco Bellifemine, CEO of BIT

The next step is measuring benefits in operation: cases actually handled and time saved on the processes already in production.