The Client
Sei Toscana is the environmental-services utility for southern Tuscany, handling waste services for dozens of municipalities and the citizen contact that comes with them. Since 2020 it has run a conversational AI agent across its phone switchboard and website. This is a European deployment by Vection Technologies, DXLabs' parent company. DXLabs brings the same platform and patterns to ANZ.
The Challenge
Utility contact centres live on the same requests: collection days, bulky-waste pickups, service openings, where-is-my-request. Citizens queue on hold for answers a system already knows, and operators spend the day on first-level queries while complex cases wait behind them.
What ran
A multichannel agent answers routine citizen queries on phone and web, books appointments end to end including bulky-waste collections with no human in the loop, and screens first-level requests so operators only see the cases that need a person.
The results
Since 2020 the agent has carried 563,000 citizen interactions and 1.6 million requests at 97 percent answer accuracy, booking more than 100,000 appointments end to end with no human in the loop and over 190,000 bookings autonomously, serving more than 300 citizens a day, returning 15,816 staff hours and around EUR 475,000 in operating costs.
Key Facts
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What This Demonstrates
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