Seamless Post-Incident Support With a Custom AI Chatbot for ARC Europe

Our team delivered an end-to-end AI solution that provided complex service processes while ensuring scalability across multiple European markets.

Client

ARC Europe is a leading provider of roadside assistance and mobility services across Europe. Operating in multiple countries, the organization supports millions of drivers each year, coordinating services such as towing, replacement vehicles, and travel assistance.

As customer expectations evolve, ARC Europe continues to invest in digital solutions that enhance service delivery, improve operational efficiency, and provide seamless support during critical roadside incidents.

Challenge

ARC Europe set out to transform its customer service into a fully digital process, particularly for handling post-incident scenarios. However, achieving this goal involved several key challenges.

• The first was complexity in customer interactions. Each roadside incident could result in different needs, requiring a system capable of understanding diverse situations and mapping them to the right services.
• Secondly, the organization aimed to minimize customer effort. The ideal solution would ask no more than 2-4 questions, while still accurately identifying whether a customer needed a taxi, hotel, or replacement car.
• Thirdly – the need for a multilingual, scalable solution that could operate across multiple European markets and support thousands of users daily.
• One last thing: building a custom LLM-based chatbot on an already existing messenger app. The client wanted maximum comfort for the user – no extra interfaces. We went for the interface that customers use daily: WhatsApp.

All of this had to be delivered under tight timelines, with an early prototype required for a September presentation and full implementation planned shortly after.

Solution

We developed a custom AI-powered chatbot solution designed to simplify and automate the customer service journey, and ensure smooth 24/7 assistance.

At its core was an AI engine capable of understanding customer intent from minimal input and dynamically guiding the conversation with only a few targeted questions. This allowed the system to recommend relevant services without overwhelming users.

The solution also incorporated a decision-making engine, aligned with ARC’s internal logic, ensuring that recommendations were accurate and consistent with business rules.

To make the experience accessible and scalable, the chatbot was integrated with popular communication channels, including WhatsApp, enabling customers to interact in a familiar and convenient way during stressful situations.

Journey

The project was delivered in two structured phases, allowing for rapid validation and scalable implementation.

• The first involved developing an initial prototype and validating assumptions based on an analysis of process specifics. During this phase, a test conversational solution based on advanced models was prepared, enabling the operations team to assess its functionality at an early stage.

• The second stage focused on integrating the solution with the organization’s internal architecture and implementing support for real-world processes. As a result, the system was successfully scaled and launched in a production environment across international markets.

Results

The implemented solution delivered a fully digital, AI-driven customer service process that significantly improved both efficiency and user experience.

Highlights:

• streamlined customer interactions, reducing the number of questions to a minimum while maintaining accuracy
• faster access to additional services, such as taxis, hotels, and replacement vehicles
• scalable, multilingual support ready for deployment across multiple European markets
• integration with messaging platforms, improving accessibility and convenience for users
• no over-selling, making sure that customers get exactly what they need

The solution was successfully deployed and recognized within the industry, earning a nomination at the Fleet Derby Awards 2026 under the category “AI in the Service of Mobility and Assistance Efficiency.”