A legacy bot passed 50% of chats to staff. Now, AI agents connect 62 databases to resolve 87% of inquiries autonomously.
A European mobility leader processes 1.4 billion annual transactions for 10 million customers across 18 countries, managing 75% of Italy's motorway tolls.
Facing nearly 3 million annual inquiries with only 400 staff, the company's rule-based chatbot transferred over 50% of requests to live agents....
“We receive 2 million customer inquiries a year just on the phone. 900,000 more inquiries come in via chat. Depending on the season, we only have 300 to 400 contact center employees to handle them all.”
Integrated mobility platform for automated tolling, parking, and transport payments.
Specialists manually compared PDF data. AI now flags deviations and routes them via Teams, cutting processing from days to <4 hours.
Translating 25,000 ERP objects meant 1,250 hours of manual developer work. AI finished the job in 20 days with zero errors.
Seasonal surges overwhelmed 600 specialists. Now, AI agents autonomously resolve order tracking and FAQs using real-time data.
Manual teams couldn't support millions of shops. AI agents now resolve delivery issues, escalating complex cases to humans.