Fastweb + Vodafone: Transforming Customer Experience with AI Agents using LangGraph and LangSmith

Fastweb + Vodafone revolutionized its customer service by implementing two AI agents, Super TOBi and Super Agent, built with LangChain and LangGraph. The customer-facing Super TOBi uses a supervisor agent to route complex queries to specialized sub-agents, handling everything from billing to sales with a high resolution rate. The internal Super Agent empowers human call center consultants by using a knowledge graph in Neo4j and a hybrid RAG system to provide instant diagnostics and compliant guidance. The company leverages LangSmith for deep observability and continuous evaluation, allowing them to monitor agentic workflows and maintain a 90% correctness rate.