The case in detail

    One breakdown case, station by station

    This page shows the same case as the homepage — just in full. What happens, which data is created, what is handed to the next station and how we measure whether the station did its job.

    1

    Intake

    Live
    Voice agent Joy — phone, WhatsApp and web chat, around the clock, in 90+ languages.
    What happens
    Calls, WhatsApp, web chat and email land in the same case. The voice agent captures plate, location, problem and callback number. While on the call, the driver can chat on WhatsApp and send photos or their location. Number and plate tell us whether it belongs to an existing case.
    Data created
    Plate, GPS or address location, problem description, callback number, channel, timestamps, transcript, photos and attachments.
    Handover to the next station
    A structured case instead of free text — triage does not start from zero.
    How we measure it
    Share of fully captured cases, drop-off rate in the conversation, duplicate detection rate.
    2

    Triage & digital help

    Live
    Triage agent — vehicle database, fault-code knowledge base and guided self-help.
    What happens
    The vehicle is resolved against more than 550,000 variants and the problem is classified. If it can be solved without a tow — guided help, nearest fuel station or nearest location — the driver drives on and the case closes without a dispatch.
    Data created
    Resolved vehicle data, problem category, drivability, self-help result.
    Handover to the next station
    Only cases that really need a partner go to dispatch — with a clear category.
    How we measure it
    Share of cases solved without a tow, accuracy of the category against the actual outcome.
    3

    Dispatch

    Live
    Dispatch agent — partner rules per country, brand and problem type; several providers per market.
    What happens
    The partner router picks the right service from your contracts by country, brand and problem type and dispatches it via API or email. If confirmation does not arrive, it chases, escalates or dispatches a backup partner.
    Data created
    Chosen partner, rule that chose it, dispatch and confirmation timestamps, estimated arrival.
    Handover to the next station
    A confirmed job with an arrival time — mobility knows how long the driver will wait.
    How we measure it
    Time to dispatch (median 5.1 min), share without a tow truck (4 in 10 technical breakdowns).
    4

    Mobility & locations

    Live
    Mobility agent — replacement vehicle or taxi, nearest location, booking within your budget limit.
    What happens
    If it takes longer, the mobility flow starts: the driver gets a link by WhatsApp or SMS with two options — a replacement vehicle at your nearest location or a taxi to the destination. Bookings stay within your budget limit; the driver confirms on the status page.
    Data created
    Chosen option, target location, price and arrival estimate, booking confirmation, budget check.
    Handover to the next station
    The driver is taken care of; the vehicle moves on to the workshop with a complete file.
    How we measure it
    Share of cases with replacement mobility, time to booking, budget overruns.
    5

    Workshop, claims & warranty

    Live
    Workshop agent — routing into contract workshops, warranty check per brand, appointment booking with case context.
    What happens
    Vehicles are towed to your contract workshop. Warranty is checked during the call against the brand's rules and handed to the manufacturer's assistance. Appointment and claim data travel on with history, photos and diagnosis — captured once instead of reported twice.
    Data created
    Target workshop, warranty result, appointment, damage description, photos, case history.
    Handover to the next station
    Workshop and claims handling start with the complete case, not with a new call.
    How we measure it
    Share of cases without a second intake, time to a complete claim file.
    6

    Follow-up

    Live
    Follow-up agent — WhatsApp first, SMS as fallback, outbound calls to partners.
    What happens
    Status updates go by WhatsApp first, SMS otherwise. Outbound AI calls partners when a reply is missing. If the driver calls again, they land in the existing case and get the current status without agent time.
    Data created
    Updates sent per channel, partner replies, repeat calls with reason, closing time.
    Handover to the next station
    A truly closed case with complete history.
    How we measure it
    Repeat calls down 26 % in four months (1.7 → 1.3 billed calls per case).
    7

    Analytics & billing

    Live
    Intelligence layer — automatic conversation scoring, partner performance, billing per case.
    What happens
    Every step has written an event to the case file. From that, live KPIs, partner performance, conversation scores, callback reasons and usage-accurate billing per case are created automatically.
    Data created
    Timestamps per station, cost per case, quality score per conversation, partner metrics.
    Handover to the next station
    Steering data for your team and your partner reviews — without lists kept afterwards.
    How we measure it
    Completeness of the event chain per case, deviation between billing and usage.

    Your agent team

    Not a phone bot. An agent team for breakdown assistance.

    Six specialised agents cover every area of breakdown assistance and work on one shared case file. Each knows where the others stand, hands over with full context and brings in a person when it counts.

    • Intake agent

      Takes the breakdown by phone, WhatsApp, chat, email or SMS — in 90+ languages.

    • Triage agent

      Identifies the problem, tries digital help first and decides whether a partner is needed.

    • Dispatch agent

      Assigns the right partner by country, brand and problem, follows up and switches if needed.

    • Mobility agent

      Organises a replacement car or taxi, including the ride to the replacement car.

    • Workshop & warranty agent

      Routes workshop, claims and manufacturer warranty with the captured case data.

    • Follow-up agent

      Keeps the driver updated by WhatsApp and SMS and closes the case cleanly.

    One case file for all: what the intake agent learns on the phone, the dispatch agent, the mobility agent and follow-up know too — no channel or system break, no question asked twice.

    One case, many agents, one case file

    Each agent takes its part and writes into the same case file. Nobody asks the driver twice.

    IntakeTriageDispatchMobilityFollow-up

    Case file #48213

    1. Intake

      Problem, plate and location captured

    2. Triage

      Digital help checked, on-site service needed

    3. Dispatch

      Service provider assigned under your rules

    4. Mobility

      Taxi to the replacement car booked

    5. Follow-up

      Driver confirms: help has arrived

    Sample view · data and times are examples

    Where ordinary phone AI gives up

    We solve the hard cases end to end.

    Any AI can answer a call. The difference is the situations where a case normally gets stuck.

    • Live

      The call can't go further

      The case continues automatically on WhatsApp: photo of the damage, warning light or plate, location sharing — in parallel to the call.

    • Live

      Towed, but no car

      The mobility agent arranges the replacement car and the taxi to it — or straight to the destination. The driver confirms every step.

    • Live

      Partner doesn't respond or doesn't arrive

      No reply or a missed arrival time: follow up, assign a replacement partner, escalate to a person if needed.

    • Live

      The driver calls again

      The callback lands in the existing case. The agent knows the status — no question is asked twice.

    • Live

      Actually a warranty case

      Rule-based check and handover to manufacturer assistance with all data. If not, the case continues normally.

    • Live

      Unclear location, foreign language

      Location by link via WhatsApp or SMS, conversation in 90+ languages — the driver doesn't need to explain anything.

    From the call straight into WhatsApp

    The call stalls, the case continues in WhatsApp in the same case file.

    Call · Breakdown line

    Location unclear, poor connection

    Continue in WhatsApp · same case

    Breakdown assistance

    Hi, we're continuing your case #48213 here. Please share your location.

    📍 Location shared

    📷 Photo of warning light

    Thanks. A service provider is on the way, arrival in about 38 min. Here's your status link.

    Sample view · data and times are examples

    Two flows in detail

    Replacement mobility and warranty, step by step

    Replacement mobility

    Live
    1. 1Trigger: if the vehicle is towed or the driver is likely to wait longer (for example after 60 minutes), the flow starts automatically.
    2. 2Two options via WhatsApp or SMS link: a replacement car at your nearest location or a taxi straight to the destination.
    3. 3Door to door: if the driver picks the replacement car, the taxi from the tow destination or breakdown site to the location is booked with it.
    4. 4Cost cap: price and arrival are estimated up front, booking only within your budget limit.
    5. 5The driver confirms. Without a reply, a reminder follows; then the link expires automatically.
    6. 6If one option fails, the other is offered or a person takes over with full context.
    7. 7Booking, location and costs appear immediately in the case timeline of your portal.

    Warranty routing

    Live
    1. 1During the call, brand and vehicle data are captured and checked against the brand's warranty terms by rules — no AI guesswork.
    2. 2If warranty applies, the driver is handed to the manufacturer's assistance with all captured data.
    3. 3If not, the case continues through your dispatch as usual.
    4. 4Result and handover are documented in the case and feed into analytics.

    Towed and still mobile, door to door

    The driver gets a link, picks their mobility and is guided all the way to the replacement car.

    Your onward journey

    Your vehicle is being towed. How would you like to continue?

    Replacement car
    Taxi to destination

    1. Breakdown site

      Vehicle is being towed

    2. Taxi booked

      Pickup in about 12 min.

    3. Rental branch

      Replacement car reserved

    4. On the road again

      Case documented automatically

    Sample view · data and times are examples

    The difference is not a single station. It is the chain.

    Individual stations exist everywhere. What is missing is the handover: station three knowing what station one captured, and station seven knowing why the case existed at all.

    Book a breakdown audit