Seamless Post-Incident Support With a Custom AI Chatbot for ARC Europe
2–4
Questions to the right service
The ceiling the solution had to work within while still identifying what a driver needs.
24/7
Assistance available
Support that no longer depends on someone being at a desk.
The client
ARC Europe provides roadside assistance and mobility services right across Europe, operating in several countries and supporting millions of drivers a year with towing, replacement vehicles and travel assistance.
As expectations shift, it keeps investing in digital services that improve delivery and efficiency, and that hold up in the middle of a roadside incident.
The challengeWhat the teams actually needed
ARC Europe set out to make post-incident service fully digital, on a timeline that required a working prototype for a September presentation.
Challenge 01Every incident is different
Each roadside incident produces different needs, so the system had to read diverse situations and map them to the right services.
Challenge 02Two to four questions, no more
The ideal solution would ask as little as possible and still work out whether someone needs a taxi, a hotel or a replacement car.
Challenge 03No new app to install
A custom LLM chatbot had to live in an app customers already open daily, and scale multilingually across European markets for thousands of users a day.
What we did
An assistant inside the app people already have open
Delivery ran in two phases: a prototype validated against an analysis of the real process, then integration with ARC Europe’s internal architecture and a production launch across international markets.
Intent read from very little
The engine works out what a customer needs from minimal input, then steers the conversation with a few targeted questions instead of overwhelming someone already having a bad day.
Recommendations that follow the rules
A decision-making engine aligned with ARC Europe’s internal logic keeps recommendations accurate and consistent with business rules, and stops the system over-selling.
WhatsApp, not another interface
The chatbot runs on messaging channels including WhatsApp, so people interact somewhere familiar during a stressful moment.
Prototype, then production
A test conversational solution let the operations team judge functionality early. The system then scaled into production across international markets, and picked up a Fleet Derby Awards 2026 nomination in the category for AI serving mobility and assistance efficiency.
Client testimonial
Netguru helped us simplify a highly complex support process without compromising service quality. Thanks to this AI-driven solution, we can now guide customers through critical situations with minimal effort, while ensuring quality assistance.
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What’s next