25%
2023
Overcoming Multilingual Complexity in Breakdown Assistance
IVECO’s Customer Uptime Center with around 80 employees in Turin handles over 110,000 support tickets per year. These inquiries arrive in 10 different languages, many involving advanced technical content like part numbers and diagnostic codes.
The existing approach, relying on generic writing and automation tools, wasn’t cutting it. Automotive jargon often caused translation errors, slowing down resolution times and affecting customer satisfaction. On top of that, agents spent valuable time rewriting repetitive or complex replies. That’s when IVECO turned to Typewise for an AI-driven solution.
Introducing Domain-Specific AI and Smart Text Predictions
Determined to improve efficiency, IVECO integrated Typewise’s AI Assistant into its existing system. This specialized solution accurately handled multilingual communications and automotive jargon by leveraging domain-specific dictionaries and context-aware text predictions. Rather than relying on simple machine translation or generic
AI software, Typewise combined domain-specific language models with context-aware text predictions and a centralized snippet library. This allowed agents to:
- Automatically translate inbound and outbound messages across 10 languages in real time.
- Insert predefined, accurate responses with a single click, ensuring consistency and reducing typing effort.
- Leverage AI-powered suggestions that recognize IVECO’s uniqueautomotive terms and product codes.
Typewise also provided user training to ensure strong adoption from day one.
“Typewise helps break down language barriers with seamless translation,while reducing repetitive typing, giving me more time to focus on solving customer issues efficiently.” – Customer service representative
Streamlining Workflows by 25%
With Typewise’s AI assistant in place, IVECO has automated more than 25% of the manual drafting and translation workload that once tiedup its support agents. Instead of hunting for the right terminology or rebuilding routine responses from scratch, agents can channel that time into diagnosing issues and guiding drivers back on the road, so customers experience noticeably faster, more authoritative help in every region.
Agents also reported feeling more confident when addressing complex technical queries. Instead of juggling multiple browser tabs or re-verifying part numbers, they could rely on the system’s preloaded dictionaries. The result was clearer, more accurate communication in the customer’s preferred language.
A Foundation for Future Global Growth
With fewer language barriers and a more efficient support structure, IVECO can leverage it’s employees to focus on the most value-adding activities. Next steps include refining the AI models for new propulsion technologies.
