{"slug":"italgas-replaces-its-contact-center-ivr-with-a-conversational-ai-agent-built-on-databricks","url":"https://findausecase.com/use-cases/italgas-replaces-its-contact-center-ivr-with-a-conversational-ai-agent-built-on-databricks","title":"Italgas replaces its contact center IVR with a conversational AI agent built on Databricks","description":"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.","company":"Italgas","industry":"Energy","aiCapabilities":["Conversational AI","Agentic AI"],"technology":["AI Gateway","MLflow","Unity Catalog","Databricks Apps"],"deployment":"Unknown","problemStatement":"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.","solutionApproach":"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.","businessValue":"According to the session abstract, the solution reduced call drops during navigation by 50% and increased automated resolution by 44%.","evidence":{"band":"high"},"sourceUrl":"https://www.databricks.com/dataaisummit/session/how-agentify-contact-center-enterprise-scale","dates":{"publishedAt":"2026-10-12T05:49:58.797Z","publishedAtSource":"pipeline","updatedAt":"2026-10-12T05:49:58.797Z"},"license":"Open for reading and citing with a link to https://findausecase.com/use-cases/italgas-replaces-its-contact-center-ivr-with-a-conversational-ai-agent-built-on-databricks. Bulk republication requires permission."}