Case Study: Europ Assistance Belgium automates 2,500 calls per month with Zaion's Callbot

How did Europ Assistance Belgium successfully automate 2,500 calls per month using a Callbot

Europ Assistance Belgium, a provider of roadside assistance services, sought to digitally transform its voice channel to handle a high volume of repetitive breakdown calls 24/7. The challenge was to automate these requests to free up human advisors for more complex tasks, while also managing call peaks during busy periods. They partnered with vendor Zaion to implement a bilingual French/Flemish Callbot solution, specifically a ProcessingBot, designed for their functional needs.

Zaion implemented a ProcessingBot that automated the end-to-end processing of breakdown requests, identifying customers by license plate and phone number, understanding the nature of the problem, and dispatching help. The solution successfully handles 2,500 calls per month with an average call duration of 2.5 minutes, automating a previously manual process. This has reduced processing errors by over 60% and allowed Europ Assistance to triple its call volume since launch while improving service quality.

Europ Assistance

Michel Kennis

IT Director