In this episode of the Colaberry AI Podcast, we explore how Fastweb and Vodafone Italy have deployed a sophisticated AI-driven customer service framework to modernize telecommunications support using LangGraph and LangSmith. Faced with complex troubleshooting workflows and rising customer expectations, the teams reimagined support operations with an agent-based architecture built for scale, accuracy, and continuous improvement.
At the center of this transformation are two intelligent agents. “Super TOBi” is a customer-facing AI assistant capable of handling complex transactions and issue resolution end-to-end. Complementing it is “Super Agent”, an internal AI tool that provides human consultants with real-time diagnostics, guided troubleshooting steps, and automated API execution—turning AI into a co-pilot rather than a replacement.
The system leverages a graph-based architecture powered by Neo4j, enabling the AI to navigate intricate decision trees and troubleshooting paths with precision. By integrating LangSmith, Vodafone continuously evaluates agent performance through automated daily testing, ensuring reliability, accuracy, and rapid iteration.
The results are tangible: higher resolution rates, faster issue handling, and improved customer satisfaction scores, demonstrating how well-designed agent systems can elevate both customer and employee experiences in high-volume, mission-critical environments.
🎯 Key Takeaways:
⚡ Super TOBi automates complex customer-facing telecom transactions
🤝 Super Agent augments human consultants with real-time AI diagnostics
🔄 LangGraph enables structured, graph-based troubleshooting workflows
📜 LangSmith ensures continuous monitoring and daily performance evaluation
🌍 AI-driven support significantly improves resolution rates and customer satisfaction
🧾 Ref:
How Vodafone Italy Built AI Agents with LangGraph and LangSmith – LangChain Blog
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