The bold AI move that reshaped CoopVoce's customer care and improved response automation by 20%

How Italy’s first MVNO uses generative AI on Alcmeon's platform to deliver smarter, faster, and scalable 24/7 support.

The challenge of breaking the limits of traditional support

CoopVoce, Italy’s pioneering Mobile Virtual Network Operator (MVNO) with turnover exceeding €150 million, had a vision: to provide unmatched customer care while keeping pace with rising demand. With over 2.3 million loyal customers supported by a network of over 1000 stores and an impessive NPS (Net Promoter Score) of 87 on digital channels, their reputation for high-quality service was rock-solid. But scaling this level of care, without increasing costs, was a challenge.

The solution? A bold experiment: integrating generative AI-powered webchat through Alcmeon’s innovative platform to handle inquiries smarter, faster, and 24/7.

The solution is smarter, faster conversations with AI

CoopVoce partnered with Alcmeon to deploy an AI-powered webchat assistant. Here’s why it was a game-changer:

• ‍A safe pilot: The webchat assistant was deployed on the public website, focusing on new customer inquiries with no sensitive data involved—a low-risk, high-reward move.‍
• Seamless handover: Leveraging CoopVoce’s existing knowledge base, the AI assistant delivered real-time, accurate responses while escalating complex queries to human agents.‍
• Rapid deployment: In just two months, the solution was live, with Alcmeon’s platform enabling smooth integration into CoopVoce’s existing workflows.

This wasn’t just another chatbot—it was AI redefined, with CoopVoce involving their contact center team from day one to ensure the assistant maintained the same high standards as their human advisors. Every AI response was reviewed and controlled by a dedicated team to maintain quality standards.

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The result is efficiency, accuracy, and scale

In record time, CoopVoce achieved results that turned heads:

• ‍20% increase in automation rates within the first month.‍
• 92% response accuracy, with only 1% of answers deemed incorrect.
• A scalable solution ready to expand to private sections of the website and other channels, like WhatsApp.

Alcmeon’s platform didn’t just maintain quality—it exceeded expectations, allowing CoopVoce to handle more inquiries with less effort, empowering both customers and the support team.

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Why this matters: leading the way with innovation

“The implementation of generative AI in our public webchat, operated by Alcmeon, has been impressively quick and efficient.”

says Matteo Gamberini, Head of Operations & Customer Service at CoopVoce.

“By automating routine inquiries while maintaining high-quality service, we’ve created a scalable solution that empowers both our customers and teams. This is just the beginning of our AI journey.”

CoopVoce’s bold approach proves that even well-established brands can innovate and lead the pack by embracing cutting-edge tools like Alcmeon’s platform.

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5 takeaways for bold innovators

Want to replicate CoopVoce’s success? Here’s how they did it—and how you can, too:‍

1. ‍Start smart: Choose a low-risk use case to test AI, like inquiries with no sensitive data.‍
2. Bring your team along: Involve your contact center early to align on goals and ensure quality. Incentivise with roles such as AI botmasters.
3. Stay hands-on: Dedicate time to review and refine AI responses during the initial phase, leveraging Alcmeon's analytics on AI‍
4. Keep evolving: Regularly update your knowledge base to address gaps and improve accuracy.‍
5. Think big: Once you nail the basics, reduce oversight and scale your solution across channels for maximum impact.

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Why Alcmeon? The platform behind the success

Alcmeon’s platform isn’t just another CRM tool—it’s a conversational powerhouse designed for bold innovators like CoopVoce:

• AI excellence: Combines generative AI with human expertise for unmatched quality.‍
• Scalability: Grows with your business, extending across channels effortlessly.
• Seamless integration: Connects quickly and smoothly with existing workflows and systems.

For CoopVoce, Alcmeon isn't a vendor—it is a partner in redefining customer care.

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The future of AI-driven customer care

CoopVoce’s success with Alcmeon is just the start. With plans to expand the AI assistant to private sections of the website and channels like WhatsApp, the brand is proving that bold, innovative thinking pays off.