Case Study: AXA Partners achieves faster roadside assistance and higher customer satisfaction with Infobip

AXA Partners Automating roadside assistance with WhatsApp

AXA Partners, part of the AXA Group, needed to speed up roadside assistance by adding more digital channels for urgent customer support. To meet growing demand for instant messaging and automate simple claims, the company partnered with Infobip and used the WhatsApp Business Platform along with Infobip’s Conversations and Answers tools.

Infobip implemented a WhatsApp chatbot integrated with AXA Partners’ customer management system to automate simple cases, share real-time updates, and help agents handle more complex requests. The result was about 20% of uncomplicated cases opened through WhatsApp without human intervention, 6,000 chat interactions in the first six months, and 94% customer satisfaction, showing faster service and a better customer experience.

AXA Partners

Eloy Castillon

Product Owner