Virtual Agent Supporting Customer Service

THE PROBLEM

A leading European motorway operator turned to Expert.ai to help highway operators manage high volumes of requests from motorists during peak traffic periods.

Handling repetitive questions and common issues consumes valuable time that operators could spend on more complex cases. To minimize wait times and ensure a smooth experience even in noisy environments, responses needed to be delivered quickly, efficiently and consistently.

THE SOLUTION

Expert.ai developed an AI-powered virtual agent to streamline these support processes.

The virtual agent responds in real time to frequent issues encountered at highway toll booths. Requests, which are captured through the microphones of roadside assistance columns, are automatically processed using an advanced voice recognition system.

With its language understanding capabilities, the agent identifies the context of each query (for example, “My device didn’t register the toll entrance on the highway, what should I do?”) and delivers an immediate answer. When a request is complex or unclear, it’s seamlessly transferred to a human operator.

BENEFITS

• Automated handling of around 50% of anomalies via the virtual agent
• Reduced average wait times from 5 minutes to just seconds
• Less back-office work, saving 12 FTEs per year
• Consistent service quality across the entire highway network
• Continuous 24/7 availability of the assistant