AI Mail Bot for Transdev Sales

How we worked with Transdev Sales to automate customer service and boost customer satisfaction.

#ai #automation #customerexperience

Our Impact

Around 75% of customer inquiries are automatically drafted — most of them sent instantly
24/7 response times — without adding any extra staff
Seamless CRM integration — no training, no media breaks

The Challenge

Transdev Sales is one of the world’s largest providers of public transportation services — and a central point of contact for millions of passengers. With the launch of the Germany Ticket, the workload in customer service shifted noticeably: demand increased, new customer groups emerged, and the need for information rose sharply. The result? A rapid surge in email inquiries.

Many of these messages follow recurring patterns: questions about payments, contract details — and of course, cancellations. These requests are highly structured, making them ideal candidates for automated processing.

Transdev Sales was looking for a solution that could provide immediate relief — without new tools, without additional staff, and without compromising data protection or operational integrity.

The Solution

Together with Transdev Sales, we developed an AI-powered email solution that processes inquiries automatically. The system classifies messages, identifies intent, validates data, triggers the right workflows — and sends responses. Whenever possible, it runs fully autonomously; when necessary, a human-in-the-loop steps in to review or approve.

Contract cancellations are especially well-suited for automation:

The AI identifies the request from free-text emails,
checks contract details, deadlines, and conditions,
triggers the cancellation process directly in the CRM,
generates a personalized, legally compliant response,
and sends it — optionally with a confirmation request.

For more complex cases, a human-in-the-loop kicks in: the AI drafts a reply, and an employee reviews or adjusts it before sending.

The solution is fully integrated into Transdev Sales’ existing CRM. No extra tools needed — no new interface, no additional software, no training. The AI slots seamlessly into the existing workflows.

The technology behind it: continuous monitoring meets scalable AI

The solution is powered by large-language-model technology — combined with strict rules and fully protected data flows. Key components include:

RAG (Retrieval-Augmented Generation):
Used for general inquiries that don’t involve personal data — fast, reliable, and always up to date.
Automated pseudonymization:
Sensitive information such as names, addresses, or banking details is replaced with placeholders that comply with GDPR requirements.
Contextualization through system integration:
All decisions are based on actual customer data. No black box — just transparent, traceable automation.
Continuous monitoring:
Response quality is validated using LLM-based comparisons against labeled datasets.

The entire solution runs on Microsoft Azure with an OpenAI model. All processing remains fully under organizational control — secure, performant, and compliant by design.

This is what AI-powered customer service looks like

Since February 2025, the AI solution has been live — and it’s delivering real results. General inquiries and cancellation requests are now processed fully automatically. Standard cases that previously sat in the inbox for hours or even days are handled in seconds.

The manual workload for the team has dropped significantly. Instead of sorting through repetitive emails, employees can now focus on the cases that truly need human judgment — with more time and better concentration. Customers feel the difference, too: Responses to cancellations are much faster, and complaints about missing replies have dropped noticeably.

The solution runs reliably in production — no extra tools, no detours, no media breaks. For Transdev Vertrieb, one thing is clear: This wasn’t a pilot. It was the first step toward scalable, AI-driven customer communication.

One use case — countless insights

Rolling out the solution proved one thing: AI absolutely works in customer service — as long as the use case is clearly defined, data flows are clean, and the technology is designed to integrate rather than sit in isolation.

For Transdev Sales, the project isn’t just an efficiency boost. It’s becoming an internal catalyst for building AI expertise. Processes that were previously outsourced are now shifting back in-house — with less effort and more control.

At the same time, the solution lays the foundation for everything that comes next. Because what works for cancellations can be adapted to many other types of inquiries. The goal: future-ready, scalable customer communication that doesn’t force a choice between “human or machine” — but makes the most of both.

What the experts say

Holger Liebau, Transdev Sales:

“Exxeta integrated the solution pragmatically and seamlessly into our existing workflows. The collaboration has been smooth from day one – and for us, this project is a key step toward making our customer service future-ready and improving our processes through AI.”
Heidi Scheibner, Transdev Sales

“At Deutschlandticket.de, AI supports our customer service by categorizing inquiries and automatically answering general questions. Our customers especially appreciate how quickly and effortlessly cancellations are handled. The AI solution is closely monitored so we can identify and unlock further optimization potential. The initial results speak for themselves: faster response times and significantly less manual work. AI in customer service? For us, it’s not a vision – it’s everyday reality.”
Dr. Philipp Wicke, Exxeta

“AI in customer service isn’t about using technology for its own sake – it’s about relieving people, creating smarter processes, and making innovation tangible. To make that work, you need clean data, deep process knowledge, and strong teamwork – and we had all three.”