Italgas replaces its contact center IVR with a conversational AI agent built on Databricks
At Europe's largest gas distributor, the customer contact center handled approximately 120,000 calls per month using a traditional IVR system, with 22,000 calls dropped during navigation and 10,000 calls resolved through automation. The IVR was replaced with a conversational AI agent built on Databricks, which interacts with callers in natural language, gathers contextual information and routes users to the correct resolution path. The session abstract reports a 50% reduction in call drops during navigation and a 44% increase in automated resolution.
Overview
At Europe's largest gas distributor, the customer contact center handled approximately 120,000 calls per month using a traditional IVR system, with 22,000 calls dropped during navigation and 10,000 calls resolved through automation. The IVR was replaced with a conversational AI agent built on Databricks, which interacts with callers in natural language, gathers contextual information and routes users to the correct resolution path. The session abstract reports a 50% reduction in call drops during navigation and a 44% increase in automated resolution.
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Inspect the highlighted sourceThe challenge
At Europe's largest gas distributor, the customer contact center handled approximately 120,000 calls per month using a traditional IVR system, which resulted in 22,000 calls dropped during navigation and only 10,000 calls resolved through automation.
The solution
The IVR was replaced with a conversational AI agent built on Databricks. The AI Gateway provides the backbone for real-time agent serving while MLFlow tracks performance, data is securely accessed from Unity Catalog, and the tools are served via MCP through a Databricks app. The agent interacts with callers in natural language, gathers contextual information, and routes users to the correct resolution path.
Reported business value
According to the session abstract, the solution reduced call drops during navigation by 50% and increased automated resolution by 44%.
Sources
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This record was researched and written with AI assistance, and its claims were checked against the sources above. (EU AI Act art. 50 transparency notice.)
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