Source proof for Italgas replaces its contact center IVR with a conversational AI agent built on Databricks

…0 calls dropped during navigation and 10,000 calls resolved through automation. Thus, 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…

…r for GenAI and defined measurable KPIs Return to all sessions Session Speakers Delli, Serena / Head of Data&AI Architectures Bludigit, Italgas Nicola Giorcelli / Lead Data&AI Cluster Reply Follow Home Databricks.com Event…

…ks Apps, Lakebase Skill Level Intermediate At Europe’s largest gas distributor, the customer contact center handled approximately 120,000 calls per month using a traditional IVR system. This resulted in 22,000 calls dropped during navigation and 10,000 calls resolv…

…extual information, and accurately routes users to the correct resolution path. The solution reduced call drops during navigation by 50% and increased automated resolution by 44%. This session shares how we designed and operationalized a production-grade conv…

…r for GenAI and defined measurable KPIs Return to all sessions Session Speakers Delli, Serena / Head of Data&AI Architectures Bludigit, Italgas Nicola Giorcelli / Lead Data&AI Cluster Reply Follow Home Databricks.com Event…

…rise Scale Overview Experience In Person Track Artificial Intelligence & Agents Industry Energy & Utilities, Communications, Media & Entertainment, Retail & Consumer Goods Technologies Unity Catalog, Databricks Apps, Lakebase Skill Level Intermediate…

…r handled approximately 120,000 calls per month using a traditional IVR system. This resulted in 22,000 calls dropped during navigation and 10,000 calls resolved through automation. Thus, the IVR was replaced with a conversational AI agent built on Databricks.…

…Thus, 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, while the tools are served via MCP through a Databricks app. The agent interacts with callers in natural language, gathers contextual inform…

…rom Unity Catalog, while the tools are served via MCP through a Databricks app. The agent interacts with callers in natural language, gathers contextual information, and accurately routes users to the correct resolution path. The solution reduced call drops during navigation by 50% and increased automate…

…extual information, and accurately routes users to the correct resolution path. The solution reduced call drops during navigation by 50% and increased automated resolution by 44%. This session shares how we designed and operationalized a production-grade conv…

…rom Unity Catalog, while the tools are served via MCP through a Databricks app. The agent interacts with callers in natural language, gathers contextual information, and accurately routes users to the correct res…

…rgy & Utilities, Communications, Media & Entertainment, Retail & Consumer Goods Technologies Unity Catalog, Databricks Apps, Lakebase Skill Level Intermediate At Europe’s largest gas distributor, the customer cont…

…Thus, 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, while the tools are served via MC…

…extual information, and accurately routes users to the correct resolution path. The solution reduced call drops during navigation by 50% and increased automated resolution by 44%. This session shares how we designed and operationalized a production-grade conv…

…n and 10,000 calls resolved through automation. Thus, 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…