{"id":199734,"date":"2026-07-30T14:42:04","date_gmt":"2026-07-30T14:42:04","guid":{"rendered":"https:\/\/sinch.com\/engage\/customer-stories\/fantacalcio-2\/"},"modified":"2026-07-30T14:42:04","modified_gmt":"2026-07-30T14:42:04","slug":"fantacalcio","status":"publish","type":"engage_cust_stories","link":"https:\/\/sinch.com\/es\/engage\/historias-de-clientes\/fantacalcio\/","title":{"rendered":"C\u00f3mo Fantacalcio automatiza el 95 % de la atenci\u00f3n al cliente con un chatbot de IA"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Con m\u00e1s de 5 millones de usuarios registrados y 6 millones de visitantes \u00fanicos mensuales, Fantacalcio.it es el principal ecosistema digital de f\u00fatbol fantasy de Italia, que combina la cobertura de noticias deportivas con una plataforma de juego interactiva.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Y Andrea America, l\u00edder de control de calidad y atenci\u00f3n al cliente de Fantacalcio, sabe que proporcionar una asistencia al cliente responsive es crucial para mantener a los jugadores atra\u00eddos durante toda la temporada de f\u00fatbol, especialmente durante los periodos de m\u00e1xima demanda, cuando miles de usuarios necesitan ayuda de forma simult\u00e1nea.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Gesti\u00f3n de un complejo ecosistema de juego<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">La plataforma de Fantacalcio permite a los usuarios crear y gestionar sus propios equipos de f\u00fatbol fantasy basados en la liga de la Serie A de Italia. Como \u00abFantaAllenatore\u00bb (entrenadores fantasy), los usuarios se unen a ligas privadas con amigos, seleccionan jugadores, establecen alineaciones semanales y compiten en base al rendimiento de los jugadores en el mundo real.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u00abLa plataforma tiene numerosos ajustes personalizables para puntuaciones, bonificaciones y enfrentamientos de equipos\u00bb, explic\u00f3 Andrea. \u00abEsta complejidad significa que nuestro equipo de asistencia desempe\u00f1a un rol fundamental a la hora de ayudar a los usuarios a entender la mec\u00e1nica del juego y a resolver problemas r\u00e1pidamente\u00bb.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Con un 15-20 % de su base de usuarios buscando ayuda regularmente y las solicitudes de asistencia alcanzando picos de 3000 al d\u00eda durante los lanzamientos de temporada, el equipo de atenci\u00f3n al cliente se enfrentaba a un gran reto para mantener bajos los tiempos de respuesta al tiempo que manten\u00edan una asistencia de calidad.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">De d\u00edas a horas: transformaci\u00f3n de los tiempos de respuesta con IA<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">El principal cuello de botella era recopilar la informaci\u00f3n completa de los usuarios para resolver sus incidencias. \u00abLos usuarios suelen enviar solicitudes sin incluir detalles esenciales\u00bb, afirm\u00f3 Andrea. \u00abEsto creaba una cola cada vez mayor de incidencias &#8216;en curso&#8217; mientras \u00edbamos de un lado a otro pidiendo informaci\u00f3n adicional\u00bb.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Al implementar un chatbot de IA creado en Sinch Engage a trav\u00e9s de WhatsApp y Facebook Messenger, Fantacalcio automatiz\u00f3 la interacci\u00f3n inicial y el proceso de recopilaci\u00f3n de informaci\u00f3n. El bot gestiona las consultas est\u00e1ndar, proporciona enlaces a tutoriales pertinentes y garantiza que los agentes humanos reciban informaci\u00f3n completa cuando es necesaria su intervenci\u00f3n.\u00a0<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" width=\"1024\" height=\"431\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/10\/Fantacalcio-Quote-2-1024x431.png\" alt=\"Gracias al bot, logramos reducir el tiempo de respuesta en un 50%. Todos los chats que requieren asistencia humana ahora se resuelven en un plazo m\u00e1ximo de una hora. Andrea America, responsable de control de calidad y atenci\u00f3n al cliente\" class=\"wp-image-69586\" style=\"width:1202px;height:auto\" srcset=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/10\/Fantacalcio-Quote-2-1024x431.png 1024w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/10\/Fantacalcio-Quote-2-300x126.png 300w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/10\/Fantacalcio-Quote-2-768x323.png 768w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/10\/Fantacalcio-Quote-2.png 1518w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div>\n\n\n<p class=\"wp-block-paragraph\">\u00abGracias al bot, hemos podido reducir el tiempo de respuesta en un 50 %\u00bb, se\u00f1al\u00f3 Andrea. \u00abTodos los chats que requieren asistencia humana se resuelven ahora en una hora como m\u00e1ximo\u00bb.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Construyendo para el futuro<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">El \u00e9xito de la implementaci\u00f3n del chatbot ha inspirado a Fantacalcio a pensar m\u00e1s a lo grande en la automatizaci\u00f3n. \u00abDe cara al futuro, nos gustar\u00eda optimizar el uso de nuestro chatbot y quiz\u00e1s diversificar a\u00fan m\u00e1s los canales de asistencia para todos nuestros proyectos\u00bb, coment\u00f3 Andrea. \u00abEstamos explorando canales de chatbot dedicados para cada uno de nuestros distintos proyectos\u00bb.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Al gestionar el chatbot el 95 % de las interacciones iniciales con los clientes, el equipo de asistencia de Fantacalcio puede centrarse en problemas complejos que realmente requieren experiencia humana, lo que garantiza que los jugadores obtengan la ayuda que necesitan para disfrutar de su experiencia de f\u00fatbol fantasy.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"author":70,"featured_media":69594,"template":"","meta":{"_acf_changed":false},"customer_stories_industry":[664],"customer_stories_products":[644,647,650,655],"class_list":["post-199734","engage_cust_stories","type-engage_cust_stories","status-publish","has-post-thumbnail","hentry","customer_stories_industry-tecnologia","customer_stories_products-chatbot-builder","customer_stories_products-engage","customer_stories_products-rich-sms","customer_stories_products-whatsapp"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Fantacalcio automatiza el 95 % de la atenci\u00f3n al cliente con Sinch Engage<\/title>\n<meta name=\"description\" content=\"Descubre c\u00f3mo la principal plataforma de f\u00fatbol fantasy de Italia utiliza el chatbot de IA de Sinch Engage para gestionar miles de consultas diarias desde WhatsApp y Messenger.\" 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