Case Study: Transdev boosts customer service efficiency with Exxeta’s AI Mail Bot

How we worked with Transdev Sales to automate customer service and boost customer satisfaction

Transdev Sales, a major provider of public transportation services, faced a rapid surge in customer email inquiries following the launch of the Germany Ticket. Their challenge was to handle this increased demand for information and cancellations without adding new staff or tools, while maintaining data protection and operational integrity. The vendor Exxeta was engaged to develop an automated solution.

Exxeta implemented an AI-powered email solution integrated directly into Transdev’s existing CRM. The system uses large-language-model technology to automatically classify messages, process requests like cancellations, and generate responses, often without human intervention. The results were significant, with Exxeta's solution automatically drafting around 75% of inquiries and enabling 24/7 response times. This dramatically reduced manual workload and improved customer satisfaction with faster resolutions.

Transdev

Holger Liebau

Transdev