Cognitive Contact Center Platform

A transport operator transformed its contact center through a cognitive, omnichannel platform enabling autonomous passenger support.

Deflection

+17%

Savings

€2M annually

CX

+54% feedback

From reactive calls to intelligent passenger attention

Legacy platforms limited automation, insight, and omnichannel consistency.

Objectives

Reduce costs, improve experience, and enable autonomous service.

Opportunity

Rising passenger interactions and service costs required a more scalable and intelligent contact center model.

Driving Complex Global Transformations

Proven delivery overcoming complex multi-country business challenges

Key Challenges

Mobile transaction processing – Attendants complete fuel and shop sales from anywhere using smartphones, eliminating queue bottlenecks

Real-time inventory access – Check stock levels, prices, and product information instantly during customer interactions

2 Real-time inventory access – Check stock levels, prices, and product information instantly during customer interactions

Solution

Implemented AI-based intent classification and automation

Integrated CRM for contextualized service

Enabled omnichannel orchestration across voice and text

Impact

Consistent execution, measurable value

Achieved significant call deflection and cost savings.

Improved customer satisfaction and engagement.

Reduced handling times through automation.

Created a scalable, data-driven service model.

Featured
success stories

Empowering field operations through digitalized service management and improving safety conditions trough connected worker technologies