Case Study: Ituran reduces contact center load with CommBox AI-powered customer journeys

Ituran automates 65% of customer requests with CommBox

Ituran, a global leader in connected vehicle services, faced significant challenges with long customer wait times and an overburdened contact center. The increasing volume of routine inquiries was causing agent fatigue and slowing down support. To address this, Ituran partnered with CommBox to implement an AI-powered customer engagement platform.

By leveraging CommBox's AI agents, Ituran automated customer service journeys, achieving 94% accuracy in intent recognition. The solution automatically resolved 65% of digital interactions, with half of all requests completed via WhatsApp. This led to an 88% customer satisfaction score and significantly reduced the contact center's workload, allowing agents to focus on complex cases. CommBox continues to work with Ituran to optimize and scale these AI initiatives.

Ituran