BibAI: Tivùsat's Conversational AI for optimized customer support
How Tivùsat improved the productivity of its customer service by 40% together with Sytel Reply and an AI assistant.
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The challenge
Manage a high volume of customer support requests, reducing response times and optimizing operating costs.
SCENARIO
Towards an innovative and scalable customer service
Tivùsat, the leading Italian free satellite platform, offers access to national and international TV channels even in areas not covered by terrestrial digital TV. With a large and diversified user base, Tivùsat manages a high volume of support requests during both the activation and post-activation phases of the service.
The high traffic of requests to operators has made customer service particularly demanding, affecting waiting times and the resources used. To improve the user experience and optimize support, Tivùsat has decided to introduce an assistance system based on Conversational AI.
The solution
An AI assistant for intelligent and personalized support
With the support of Sytel Reply, Tivùsat has developed BibAI, an AI assistant capable of providing technical support, helping users to solve problems with the configuration and activation of the Tivùsat smart cards contained in the certified device. BiBai interprets customer questions and offers a natural conversational experience with users thanks to an AI architecture based on two agents: one module interacts with the customer while a second one retrieves the most relevant information, relying on an ad hoc knowledge base. In addition, the integration with the company CRM allows you to personalize assistance, having a history of interaction with the customer. Thanks to continuous updates to the knowledge base, based on the analysis of the conversations and feedback received, the chatbot provides increasingly accurate and relevant answers.
How we did it
A dual-agent architecture for effective customer service
The project started with the analysis and vectorization of the knowledge base, with the reformulation of existing FAQs in a functional format for AI. An AI model based on an LLM was then developed that interprets customer questions in natural language, feeding on an ad hoc knowledge base and refining the accuracy of the answers through a targeted training phase.
Subsequently, BibAI's dual-agent architecture was implemented, based on two distinct but complementary components. The conversational agent is responsible for direct interaction with users, managing the dialogue naturally and interpreting requests through NLP. The information retrieval agent is responsible for querying the knowledge base and business sources, such as FAQs, technical documentation and CRM, to return precise and contextualized answers. The integration with the company CRM has made it possible to track conversations and improve the personalization of the service.
To support the solution, a continuous monitoring and optimization flow has been activated, based on the analysis of the data collected and on a constant training process, ensuring ever higher performance over time.
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+25% problem resolution
on first contact
Reducing the number of necessary interactions and ensuring immediate resolution and response times
- 50% reopening
rate of reports
Improving the effectiveness of support
+40% customer
service productivity
With a reduction in the workload for human operators
Tivùsat is the leading free satellite platform in Italy, created to provide access to national and international TV channels even in areas not covered by digital terrestrial TV. With over 4 million activated smart cards, Tivùsat offers a wide range of high-quality content, including HD and 4K channels, with no subscription fees. The platform ensures a reliable and inclusive viewing experience, supporting the evolution of digital TV with cutting-edge technologies. Thanks to its innovative infrastructure, Tivùsat represents an essential solution for the distribution of TV signals across Italy.
Sytel Reply, part of the Reply group, specializes in the telecommunications, media and entertainment (TM & E) markets. Sytel Reply's mission is to support customers throughout their technological and business innovation processes through the planning, development and management of solutions for networking, BSS and OSS and mobile applications within the TM & E service provider market. Thanks to its deep expertise and experience, Sytel Reply has a team of highly qualified professionals, able to manage any end-to-end business and technological transformation program.