{"id":199733,"date":"2026-07-30T14:42:00","date_gmt":"2026-07-30T14:42:00","guid":{"rendered":"https:\/\/sinch.com\/engage\/customer-stories\/fantacalcio-2\/"},"modified":"2026-07-30T14:42:00","modified_gmt":"2026-07-30T14:42:00","slug":"fantacalcio","status":"publish","type":"engage_cust_stories","link":"https:\/\/sinch.com\/pt\/engage\/cases-de-clientes\/fantacalcio\/","title":{"rendered":"Como o Fantacalcio automatiza 95% do atendimento ao cliente com um chatbot de IA"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Com mais de 5 milh\u00f5es de usu\u00e1rios registrados e 6 milh\u00f5es de visitantes mensais \u00fanicos, o Fantacalcio.it \u00e9 o principal ecossistema digital da It\u00e1lia para fantasy football, combinando cobertura de not\u00edcias esportivas com uma plataforma de jogos interativa.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">E Andrea America, L\u00edder de Garantia de Qualidade &amp; Atendimento ao Cliente no Fantacalcio, sabe que fornecer um suporte ao cliente responsivo \u00e9 crucial para manter os jogadores engajados durante toda a temporada de futebol \u2014 especialmente durante os per\u00edodos de pico, quando milhares de usu\u00e1rios precisam de ajuda simultaneamente.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Gerenciando um ecossistema de jogos complexo<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A plataforma do Fantacalcio permite que os usu\u00e1rios criem e gerenciem seus pr\u00f3prios times de fantasy football com base na Liga Serie A da It\u00e1lia. Como &#8220;FantaAllenatore&#8221; (treinadores de fantasy), os usu\u00e1rios participam de ligas privadas com amigos, escalam jogadores, definem forma\u00e7\u00f5es semanais e competem com base no desempenho dos jogadores no mundo real.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">&#8220;A plataforma possui v\u00e1rias configura\u00e7\u00f5es personaliz\u00e1veis de pontua\u00e7\u00e3o, b\u00f4nus e confrontos de times&#8221;, explicou Andrea. &#8220;Essa complexidade significa que nossa equipe de suporte desempenha uma fun\u00e7\u00e3o central em ajudar os usu\u00e1rios a navegar pela mec\u00e2nica do jogo e a resolver problemas rapidamente.&#8221;\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Com 15 a 20% de sua base de usu\u00e1rios buscando assist\u00eancia regularmente e as solicita\u00e7\u00f5es de suporte chegando a 3.000 por dia durante os lan\u00e7amentos da temporada, a equipe de atendimento ao cliente enfrentou um grande desafio para manter os tempos de resposta baixos, enquanto mantinha um suporte de qualidade.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">De dias para horas: Transformando os tempos de resposta com IA<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">O principal gargalo era reunir informa\u00e7\u00f5es completas dos usu\u00e1rios para resolver seus tickets. &#8220;Os usu\u00e1rios costumam enviar solicita\u00e7\u00f5es sem incluir detalhes essenciais&#8221;, disse Andrea. &#8220;Isso criava uma fila crescente de tickets &#8216;em andamento&#8217; \u00e0 medida que \u00edamos e volt\u00e1vamos pedindo informa\u00e7\u00f5es adicionais.&#8221;\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ao implementar um chatbot de IA criado na Sinch Engage no WhatsApp e no Facebook Messenger, o Fantacalcio automatizou o processo inicial de intera\u00e7\u00e3o e de coleta de informa\u00e7\u00f5es. O bot lida com consultas padr\u00e3o, fornece links para tutoriais relevantes e garante que os agentes humanos recebam informa\u00e7\u00f5es completas quando for necess\u00e1ria interven\u00e7\u00e3o.\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=\"Gra\u00e7as ao bot, conseguimos reduzir o tempo de resposta em 50%. Todos os chats que exigem assist\u00eancia humana agora s\u00e3o resolvidos em no m\u00e1ximo uma hora. Andrea America, L\u00edder de Garantia de Qualidade e Atendimento ao 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\">&#8220;Gra\u00e7as ao bot, conseguimos reduzir o tempo de resposta em 50%&#8221;, observou Andrea. &#8220;Todos os chats que exigem assist\u00eancia humana agora s\u00e3o resolvidos em uma hora no m\u00e1ximo.&#8221;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Construindo para o futuro<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">O sucesso da implementa\u00e7\u00e3o do chatbot inspirou o Fantacalcio a pensar mais alto sobre automa\u00e7\u00e3o. &#8220;Para o futuro, gostar\u00edamos de otimizar o uso do nosso chatbot e talvez diversificar ainda mais os canais de suporte para todos os nossos projetos&#8221;, disse Andrea. &#8220;Estamos explorando canais de chatbot dedicados para cada um dos nossos diferentes projetos.&#8221;\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Com o chatbot lidando com 95% das intera\u00e7\u00f5es iniciais do cliente, a equipe de suporte do Fantacalcio pode se concentrar em quest\u00f5es complexas que realmente exigem a experi\u00eancia humana, garantindo que os jogadores recebam a ajuda de que precisam para aproveitar sua experi\u00eancia 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":[643],"customer_stories_products":[644,647,650,655],"class_list":["post-199733","engage_cust_stories","type-engage_cust_stories","status-publish","has-post-thumbnail","hentry","customer_stories_industry-technology","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>O Fantacalcio automatiza 95% do atendimento ao cliente com a Sinch Engage<\/title>\n<meta name=\"description\" content=\"Saiba como a principal plataforma de fantasy football da It\u00e1lia usa o chatbot de IA da Sinch Engage para lidar com milhares de consultas di\u00e1rias do WhatsApp e do Messenger.\" \/>\n<meta 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