Fastweb transformed customer service with Visual IVR, chatbots, and scalable digital solutions.

Fastweb, one of the leading telecommunications operators in Italy, has faced the challenge of managing 10 million annual contacts on Customer Care.

The goal was to make the brand unique in the eyes of customers, improving technical and administrative support through digital channels, reducing the load on the voice channel and increasing overall user satisfaction.

Thanks to Eudata solutions, including BOT and Visual IVR, Fastweb has introduced a scalable digital service, hosted on AWS cloud infrastructure, capable of automating a significant part of the support processes and improving contact management.

Make the Fastweb brand distinctive for customers by improving technical and administrative support through digital channels, reducing wait times on the voice channel

Fastweb has introduced integrated Visual IVR and chatBOT in Convy.AI, automating much of the digital support processes and ensuring quick and personalized assistance through the website and mobile app

30% of contacts are managed automatically by digital services, reducing the workload on operators and increasing customer satisfaction through faster and more complete resolutions

The challenge of Fastweb