Case Study: Urbani achieves 50-60% AI-driven support automation with Trengo

Urbani automates 60% of support conversations with Trengo

Urbani, a transportation and mobility services provider in Mexico, faced a significant bottleneck in manually processing customer refunds for mobile ticket purchases. This repetitive task involved verifying customers and pulling data from their CRM, which was inefficient and did not scale with their expansion plans. They partnered with the vendor Trengo to implement an automated support solution.

Trengo's solution utilized AI Journeys and HTTP actions to integrate directly with Urbani's CRM. This system automatically handled conversations, verified customer identities, and processed refunds without human intervention. The results were substantial: Trengo's system now handles 50-60% of all conversations entirely by AI and has fully automated the refund process, drastically reducing the manual workload for the support team and enabling scalable growth.

Urbani