The goal is to improve the quality of the citizen's digital experience by simplifying and making accessible the fragmented healthcare services that are currently spread across various physical and digital contact points such as websites, apps, phone lines, totem, and physical offices.

Sara is a Virtual Assistant - Digital Human that utilizes artificial intelligence to interact with citizens through text and voice. When a citizen makes a request, Sara analyzes the input text or audio using machine learning algorithms to understand the meaning and intent of the user. Subsequently, Sara uses the knowledge base and classification algorithms of all the services offered by the territorial healthcare of the Tuscany Region to generate an appropriate response and provide the requested information. Thanks to continuous adaptation to interactions with citizens and the supervisory support of human operators, Sara becomes increasingly effective and accurate in understanding needs and answering questions over time. In addition to the conversational avatar service, the solution provides citizens with a simple and intuitive search engine through which they can access services of their interest.