Mobility · ConcessionsHighway and rail customer service scaled with AI
We scaled operations with high daily conversation volume using AI chatbots with their own identity per operation, continuously evolving flows, knowledge base and automations.
- ~80%
- Of volume concentrated in the main flows
- 3,8/5
- BSAT, rising gradually
- ~3.100
- Conversations per day on average, with ~64% retention
- ~370
- Cases in progress or completed
- ~430
- Cases handled at the Minas-SP Ombudsman
Highways · Rail · Ombudsman — one architecture replicated across multiple concessions.
One architecture, many concessions
Motiva runs customer service for highways, rail and the ombudsman, each front with high daily conversation volume. BCR.CX scaled this operation with AI chatbots with their own identity per operation, in a model replicable across concessions.
The solution
Each operation — Highways, Rail and Ombudsman — got an AI chatbot with its own identity, all starting from the same architecture of flows, knowledge base and automations. That shared core evolves continuously and is what makes it possible to launch a new concession by replicating the model rather than building from scratch.
Technologies and tools
- Zendesk AI Agent
- Conciex
- Zendesk Suite
- Copilot
Why this case matters
Standardizing the service architecture made it possible to bring the same intelligence to each new concession without starting from scratch.
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