[ Industry case study — AI & Automation ]
LLM chatbot routes stranded drivers in 2-4 questions
Netguru built a multilingual LLM chatbot on WhatsApp that identifies what a stranded driver needs and routes them to the right assistance service around the clock.
Original project by Netguru ↗Industry reference — not a NexSum Labs engagement.
- Client
- ARC Europe
- Industry
- Automotive & roadside assistance
- Services
- LLM chatbot, Decision engine, Messaging integration, Prototype to production
- Year
- 2026
- Location
- Poland
The client
ARC Europe provides roadside assistance and mobility services across Europe, helping millions of drivers a year with towing, replacement vehicles and travel support. The company keeps investing in digital services that make assistance faster and more efficient during stressful incidents.
The challenge
Every roadside incident is different, so the system had to interpret varied situations and map them to the correct services. The target was to determine whether a driver needs a taxi, a hotel or a replacement car with only two to four questions. Customers should not have to install another app, and the solution had to scale across multiple European languages for thousands of users a day.
The solution
01LLM intent engine
The AI engine infers what the customer needs from minimal input and steers the conversation with a few targeted follow-up questions rather than a long form.
02Rules-aligned decision engine
A decision layer mirrors ARC Europe's internal business logic so recommendations stay accurate and consistent, and the bot does not over-sell services.
03WhatsApp as the channel
The assistant runs on messaging channels such as WhatsApp, meeting drivers in an app they already use daily.
04Prototype first, then scale
A test conversational prototype let the operations team validate behaviour early before the system was rolled into production across international markets.
The results
ARC Europe now offers 24/7 guided support that identifies the right service within two to four questions. The chatbot went live across international markets in a familiar messaging channel, without requiring a new app. The project earned a Fleet Derby Awards 2026 nomination in the category for AI serving mobility and assistance efficiency.
“Netguru helped us simplify a highly complex support process without compromising service quality.”
Tools & stack
Original project by Netguru ↗ — published by the delivering agency, included here as an industry reference.
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