Modernizing Driver Assistance for the Passenger Transport Industry
How RTU automated their roadside assistance intake process with a WhatsApp chatbot, enabling faster incident reporting and better resource allocation.
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The Challenge
RTU is a specialist underwriting manager in the Passenger Transport Service Industry, underwritten by Renasa Insurance Company. When drivers experienced vehicle issues on the road, they needed to contact RTU's operations team to request assistance.
The traditional process involved phone calls where agents manually collected driver information, vehicle details, location data, and issue descriptions. This approach was time-consuming during peak hours and led to incomplete information being captured, especially when drivers were stressed or in unsafe situations.
RTU needed a more efficient way to collect consistent, complete information from drivers while ensuring policy verification and faster dispatch of assistance services.
Key pain points included:
- Manual phone-based intake process was time-consuming for both drivers and staff
- Inconsistent information capture depending on which agent handled the call
- Drivers had to explain their situation multiple times
- No standardized process for capturing location information
- Policy verification required manual lookup, adding delays
- After-hours requests had to wait until business hours
The Solution
We developed a WhatsApp chatbot that guides drivers through a structured assistance request process. The bot was designed to work on WhatsApp because it's the primary communication channel drivers already use daily, making adoption seamless.
The chatbot walks drivers through a conversational flow, collecting their personal information, vehicle registration number, location (via WhatsApp location sharing), and issue details. It integrates with RTU's insurance API to verify vehicle registration and retrieve policy information automatically. Once all information is collected and confirmed by the driver, the bot emails a formatted report to RTU's operations team for dispatch.
Step-by-step process that collects driver name, contact number, vehicle registration, location, and issue description with validation at each stage to ensure complete information.
Automatically validates vehicle registration against RTU's insurance database, retrieving vehicle make, model, and year to confirm coverage.
Leverages WhatsApp's native location sharing feature, allowing drivers to send their exact coordinates with a single tap instead of trying to describe their location.
Sends formatted assistance requests to RTU's operations team inbox with all collected information, enabling quick action without manual data entry.
The Results
Since launching the driver assistance chatbot, RTU has seen improvements in their request intake process, with more complete information being captured and faster routing to their operations team.
Every completed request now includes all required fields—driver details, vehicle information, location, and issue description—thanks to the structured flow.
Average time for drivers to complete an assistance request through the chatbot, compared to 10-15 minutes on phone calls with manual data collection.
Approximately 70% of drivers who start the flow complete it, with funnel tracking helping identify where users drop off so improvements can be made.
"The WhatsApp chatbot has made it much easier for our drivers to request assistance when they need it. They can do it quickly from their phones, and our team receives all the information we need to help them right away. It's been a practical improvement to our operations."
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