Remote assistance is a constantly growing need for customers to solve common issues and find, in a short amount of time, responses to their requests. Intesa Sanpaolo and Reply have together developed an application that aims to automate this assistance process by allowing customers to interact with a chatbot capable of answering user questions, simplifying the navigation of the bank's mobile app and website and easing the retrieval of useful information. This virtual agent helps also in reducing the workload of the contact center operators, allowing them to dedicate their attention to more complex requests from customers.