{"id":199735,"date":"2026-07-30T14:42:08","date_gmt":"2026-07-30T14:42:08","guid":{"rendered":"https:\/\/sinch.com\/engage\/customer-stories\/fantacalcio-2\/"},"modified":"2026-07-30T14:42:08","modified_gmt":"2026-07-30T14:42:08","slug":"fantacalcio","status":"publish","type":"engage_cust_stories","link":"https:\/\/sinch.com\/fr\/engage\/temoignages-de-clients\/fantacalcio\/","title":{"rendered":"Comment Fantacalcio automatise 95 % de son service client avec un chatbot IA"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Avec plus de 5 millions d&rsquo;utilisateurs inscrits et 6 millions de visiteurs uniques par mois, Fantacalcio.it est le premier \u00e9cosyst\u00e8me num\u00e9rique d&rsquo;Italie pour le fantasy football, combinant une couverture de l&rsquo;actualit\u00e9 sportive avec une plateforme de jeu interactive.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Et Andrea America, Responsable de l&rsquo;Assurance Qualit\u00e9 et du Service Client chez Fantacalcio, sait que fournir un support client responsif est crucial pour garder les joueurs engag\u00e9s tout au long de la saison de football \u2014 en particulier pendant les p\u00e9riodes de pointe o\u00f9 des milliers d&rsquo;utilisateurs ont besoin d&rsquo;aide simultan\u00e9ment.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">G\u00e9rer un \u00e9cosyst\u00e8me de jeu complexe<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">La plateforme de Fantacalcio permet aux utilisateurs de cr\u00e9er et de g\u00e9rer leurs propres \u00e9quipes de fantasy football bas\u00e9es sur la Serie A italienne. En tant que \u00ab\u00a0FantaAllenatore\u00a0\u00bb (entra\u00eeneurs de fantasy), les utilisateurs rejoignent des ligues priv\u00e9es avec des amis, recrutent des joueurs, d\u00e9finissent des compositions hebdomadaires et s&rsquo;affrontent en fonction des performances r\u00e9elles des joueurs.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u00ab\u00a0La plateforme dispose de nombreux param\u00e8tres personnalisables pour le syst\u00e8me de points, les bonus et les confrontations entre \u00e9quipes\u00a0\u00bb, a expliqu\u00e9 Andrea. \u00ab\u00a0Cette complexit\u00e9 signifie que notre \u00e9quipe de support joue un r\u00f4le central pour aider les utilisateurs \u00e0 naviguer dans les m\u00e9caniques de jeu et \u00e0 r\u00e9soudre rapidement les probl\u00e8mes.\u00a0\u00bb\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Avec 15 \u00e0 20 % de leur base d&rsquo;utilisateurs cherchant r\u00e9guli\u00e8rement de l&rsquo;aide et des demandes de support culminant \u00e0 3 000 par jour lors des lancements de saison, l&rsquo;\u00e9quipe du service client a \u00e9t\u00e9 confront\u00e9e \u00e0 un d\u00e9fi majeur : maintenir des temps de r\u00e9ponse faibles tout en conservant un support de qualit\u00e9.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">De quelques jours \u00e0 quelques heures : transformer les temps de r\u00e9ponse gr\u00e2ce \u00e0 l&rsquo;IA<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Le principal goulot d&rsquo;\u00e9tranglement \u00e9tait la collecte d&rsquo;informations compl\u00e8tes aupr\u00e8s des utilisateurs pour r\u00e9soudre leurs tickets. \u00ab\u00a0Les utilisateurs soumettent souvent des requ\u00eates sans inclure de d\u00e9tails essentiels\u00a0\u00bb, a d\u00e9clar\u00e9 Andrea. \u00ab\u00a0Cela a cr\u00e9\u00e9 une file d&rsquo;attente grandissante de tickets &lsquo;en cours&rsquo; alors que nous faisions des allers-retours pour demander des informations suppl\u00e9mentaires.\u00a0\u00bb\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">En mettant en \u0153uvre un chatbot IA bas\u00e9 sur Sinch Engage \u00e0 la fois sur WhatsApp et sur Facebook Messenger, Fantacalcio a automatis\u00e9 l&rsquo;interaction initiale et le processus de collecte d&rsquo;informations. Le bot g\u00e8re les demandes standard, fournit des liens vers des tutoriels pertinents et s&rsquo;assure que les agents humains re\u00e7oivent des informations compl\u00e8tes lorsqu&rsquo;une intervention est n\u00e9cessaire.\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=\"Gr\u00e2ce au bot, nous avons pu r\u00e9duire le temps de r\u00e9ponse de 50 %. Tous les chats n\u00e9cessitant une assistance humaine sont d\u00e9sormais r\u00e9solus en une heure maximum. Andrea America, Responsable assurance qualit\u00e9 et service client\" 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\">\u00ab\u00a0Gr\u00e2ce au bot, nous sommes en mesure de r\u00e9duire le temps de r\u00e9ponse de 50 %\u00a0\u00bb, a not\u00e9 Andrea. \u00ab\u00a0Tous les chats qui n\u00e9cessitent une assistance humaine sont d\u00e9sormais r\u00e9solus en une heure maximum.\u00a0\u00bb<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Construire l&rsquo;avenir<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Le succ\u00e8s de la mise en \u0153uvre du chatbot a inspir\u00e9 Fantacalcio \u00e0 voir plus grand en mati\u00e8re d&rsquo;automatisation. \u00ab\u00a0Pour l&rsquo;avenir, nous aimerions optimiser l&rsquo;utilisation de notre chatbot et peut-\u00eatre diversifier davantage les canaux de support pour tous nos projets\u00a0\u00bb, a d\u00e9clar\u00e9 Andrea. \u00ab\u00a0Nous explorons des canaux de chatbot d\u00e9di\u00e9s pour chacun de nos diff\u00e9rents projets.\u00a0\u00bb\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Avec le chatbot g\u00e9rant 95 % des interactions client initiales, l&rsquo;\u00e9quipe de support de Fantacalcio peut se concentrer sur des probl\u00e8mes complexes qui n\u00e9cessitent v\u00e9ritablement une expertise humaine, garantissant ainsi que les joueurs re\u00e7oivent l&rsquo;aide dont ils ont besoin pour profiter de leur exp\u00e9rience de fantasy football.\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":[698],"customer_stories_products":[644,647,650,655],"class_list":["post-199735","engage_cust_stories","type-engage_cust_stories","status-publish","has-post-thumbnail","hentry","customer_stories_industry-technologie","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 automatise 95 % de son service client avec Sinch Engage<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez comment la principale plateforme de fantasy football d&#039;Italie utilise le chatbot IA de Sinch Engage pour g\u00e9rer des milliers de demandes quotidiennes sur WhatsApp et Messenger.\" 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