The challenge
Fleetworthy is a comprehensive payment platform provider and a leader in toll management solutions for commercial fleets of all sizes. Its toll management product, Fleetworthy Toll Management (formerly Bestpass), saves fleets time and money by consolidating payments and giving fleet managers insight into cost per vehicle.
As Fleetworthy grew, its live chat agents spent a significant amount of time answering repetitive questions that already had answers in the company's knowledge base. This inefficiency drove up support costs, slowed response times and contributed to agent burnout.
Fleetworthy needed a way to deflect these routine inquiries by giving customers instant, self-service access to the information they needed, without adding headcount.
The TELUS Digital solution
TELUS Digital implemented an AI-powered agent on Fleetworthy's external portal, built on Salesforce Agentforce and Service Cloud, to reduce live chat workload and improve customer self-service.
The agent answers frequently asked questions with information pulled directly from the knowledge base, including PDFs, so customers get instant responses without waiting for a live agent. When customers need more detail, the agent supplies relevant links and the support email address and directs them to specific knowledge articles they can read on their own.
For questions the agent can't answer, or for more complex issues, the conversation is escalated to a live agent along with the full conversation history, so the customer never has to repeat themselves. Behind the scenes, the solution automatically creates and closes cases whenever live agent assistance is required, giving Fleetworthy a built-in way to measure how effectively the agent is deflecting routine inquiries.
The results
With the new self-service agent live, Fleetworthy shifted a meaningful share of routine support volume away from live chat and toward instant, automated resolution, while preserving a smooth path to a human agent whenever one was needed. Key outcomes of the engagement include:
- Customers can resolve frequently asked questions on their own, reducing the need for live agent intervention.
- Live agents have more time to focus on complex or high-priority issues instead of repetitive questions.
- Customers get easy, guided access to knowledge base articles, PDFs and other helpful resources.
- Complex cases route seamlessly to live agents with full conversation context, ensuring a smooth handoff.
- Fleetworthy can now track and measure case deflection success, giving the team a clear view of where to improve further.
