How Italy’s first MVNO uses generative AI on Alcmeon's platform to deliver smarter, faster, and scalable 24/7 support.
CoopVoce is Italy’s first MVNO, serving 2.3M+ customers through a network of 1,000+ stores, recognized for a strong customer-centric positioning and a clear focus on digital service. As customers increasingly expect instant resolution across digital channels, CoopVoce’s goal was to strengthen self-service without compromising reliability, compliance, or system governance. In order to pass from “conversational assistance” to autonomous execution, the brand decided to work hand in hand with Alcmeon.
CoopVoce had a clear ambition: keep delivering high-quality, human-level customer care while demand kept rising without increasing costs. With growing volumes coming in through digital touchpoints, the team needed to protect response times and consistency, while avoiding the typical trade-off between speed and quality. CoopVoce identified a recurring pattern in customer care: high-volume interactions that were not just questions, but operational requests requiring backend actions, such as: activating the promotion of the month, renewing expired plans in advance, or configuring mobile internet settings via OTA.
CoopVoce partnered with Alcmeon to introduce a generative AI-powered webchat assistant, designed to deliver faster, more scalable support and a smooth customer journey 24/7, while keeping quality under control through a supervised rollout. Then, they pushed the model further with Agentic AI: not just AI that answers, but AI that can execute. With Alcmeon’s orchestration approach, the assistant can understand intent in natural language, select the right workflow, and trigger secure backend actions through APIs, turning a conversation into a completed operation, not a guided FAQ.
This is where the use cases become truly “telecom-grade”: when a customer asks to activate an offer, renew early, or fix connectivity settings, the assistant can run the right checks, perform the action, and confirm completion directly in the chat, shifting the experience from “Let me check that for you” to “It’s done.”
CoopVoce’s case illustrates the shift from conversational support to conversational operations: automating not only replies, but real backend actions, reliably, 24/7, and at scale. That’s how you protect service quality while absorbing growth: fewer repetitive contacts for agents, faster resolutions for customers, and a model that can expand to more journeys over time.