Case Study: Autoguidovie streamlines omnichannel customer service with XCALLY

Autoguidovie - Customer Case Study

Autoguidovie, a major Italian public transport company, sought to modernize its customer service to meet user demands for a more fluid, scalable, and efficient support system. Their challenge was to move beyond traditional phone support to reduce wait times while maintaining quality. To address this, they partnered with vendor XCALLY and utilized its platform alongside Acuto products.

XCALLY implemented a multi-channel customer service solution incorporating AI. This began with an IVR system and evolved to include AI-powered support across telephone, WhatsApp, and chat channels using bots. Voice recognition was later added to further refine the service. The solution by XCALLY successfully optimized Autoguidovie's customer service management process, streamlining operations and improving the overall customer experience.

Autoguidovie

Camillo Ranza

President