Expert.ai’s innovative solution, adopted by the Autostrade per l’Italia group to support toll booth assistance, earns recognition at the 2024 CMMC Awards in the “Customer Experience” category.
Europe’s largest motorway operator, Autostrade per l’Italia, is transforming customer assistance at highway toll booths with an advanced, AI-powered virtual agent. Designed to handle motorists’ most common questions, this innovative solution from expert.ai helps ease high-traffic days by efficiently supporting toll booth operators.
As a leader in enterprise AI solutions that drive business value, expert.ai enables automatic, real-time handling of inquiries at highway service stations through advanced natural language processing. The system identifies the subject and context of each user’s request, such as “toll device malfunction,” and provides an immediate response or directs the inquiry to a live operator for more complex issues.
“Future mobility relies on effective, innovative customer service solutions,” said Umberto Pardi, Chief Commercial Officer at expert.ai. “Autostrade per l’Italia’s virtual assistant project is aimed at enhancing the driver experience, helping resolve issues that may arise at toll booths. We are honored that Autostrade per l’Italia has chosen expert.ai as a partner for AI and proud to contribute our expertise to improving their customer service.”
The joint project by Autostrade per l’Italia and expert.ai was recognized at the 2024 CMMC Summit & Awards, an annual event focused on customer management and contact center excellence. As the “Customer Experience” category winner, the project was recognized for its AI-driven ability to:
- Deliver consistent service quality across the entire highway network;
- Increase automated management of inquiries;
- Enhance user satisfaction by reducing wait times at toll booths and optimizing operator workloads.
