Case Study: Fastweb improves customer experience and contact center efficiency with Eudata's Convy.AI

Improve the Customer Experience thanks an innovative digital assistance service

FastWeb, one of Italy’s largest telecommunications operators, needed to improve technical and administrative customer support while reducing pressure on its voice channel and making the customer experience more satisfying. Eudata addressed this challenge with Convy.AI, combining ChatBOT and Visual IVR to create a digital fast track across web, app, and SMS for customers waiting in the call queue.

Eudata implemented an inbound journey that let customers self-serve through Visual IVR or the Marvin chatbot, with escalation to operators via callback or WhatsApp when needed, while also integrating with FastWeb backend systems for ticket opening, technician appointments, diagnostics, and reporting. The result was that 30% of FastWeb’s 10 million annual contacts were routed to digital self-service, reducing operator time on automated tasks, improving agent availability for more complex cases, and increasing customer satisfaction through faster problem resolution.

FastWeb

Assunta Salituro

Head of Consumer & Small Business Processes