Financial service and Insurance

The goal is to reduce operational costs for Customer Service road assistance in the Italian and French markets, while maintaining high performance levels, excellent customer experience, and satisfaction. The solution must effectively manage both predictable peaks, such as seasonal demand fluctuations, and unexpected surges caused by weather events or other unforeseen circumstances.

We automated road assistance processes by implementing our hybrid solution TalkActive, the IVR conversational platform that combines AI-driven automation with human oversight to efficiently manage critical cases. Currently, our service with TalkActive is active in Italy and France and recognized as the best performer in our client’s Group.

TalkActive verifies user requirements, accelerates response times, and ensures seamless emergency handling. By intelligently managing calls, the system optimizes workflows, reducing operational costs while maintaining high service quality and reliability.