Case Study: WINDTRE achieves faster claims resolution and higher automation with IBM AI and Intelligent Automation

Streamlining claims management processes

Windtre, Italy’s leading telecommunications company, partnered with IBM to improve how it manages customer complaints and service desk tickets. Windtre wanted to streamline claims handling, reduce repetitive work, and speed up resolution of user reports about system issues.

IBM helped Windtre implement an Intelligent Automation solution using IBM Cloud AI and automation tools, including IBM watsonx Assistant, IBM Watson Knowledge Studio, and IBM Watson Natural Language Understanding. The system now analyzes, enriches, routes, and resolves tickets with RPA support, handling more than 200,000 reports automatically and over 10,000 reports per month. IBM’s solution has cut response times by 10x, reduced human error, and improved efficiency and scalability.

Windtre

Carlo Melis

Chief Technology Officer