Key results
The company
Telepass
telepass.comIntegrated mobility platform for automated tolling, parking, and transport payments.
Result highlights
- 50% faster call handling
- 40k weekly conversations handled
- 87% autonomous inquiry resolution
The story
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. Limited service hours created overnight backlogs, while data scattered across 62 databases made retrieving simple answers slow and difficult.
Telepass replaced its legacy bot with AI agents that use retrieval-augmented generation to autonomously resolve inquiries 24/7 using existing knowledge bases. The system connects to siloed data via MuleSoft and seamlessly escalates complex issues to humans, while a separate internal agent assists staff by instantly retrieving policy details. A low-code development approach with automated testing enabled the team to launch the solution in just six weeks.
Scope & timeline
- Deployed in 6 weeks
Quotes
“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.”