Overview
Expreso Brasilia is one of Colombia’s largest intercity passenger transportation companies. It connected seven channels and uses an AI chatbot and voicebot to serve passengers and drivers with greater speed.
Key Outcomes
- +2,000 daily requests
- +30,000 internal requests
- 90 active licenses
Every Trip Generates Conversations. Now They All Follow the Same Route
“With Sagicc, we managed to centralize support for users and drivers, improve request traceability, and deliver faster answers through automation and artificial intelligence.”
— Lelys Ricardo, Marketing Coordinator
The Challenge
Distributed channels and processes made tracking and traceability difficult. Growing volume led to delays, low visibility, and a heavy operational burden for teams serving both passengers and drivers.
The Solution with Sagicc
Sagicc brought together WhatsApp, Facebook, Instagram, Email, Web Chat, SMS, and Telephony. The operation integrated bulk messaging, surveys, supervision, reporting, and AI-powered chatbot and voicebot solutions.
- 90 active licenses for nationwide operations.
- Chatbot and voicebot that answer frequent inquiries and escalate exceptions.
- Initial implementation completed in one month, followed by continuous evolution over eight years.
- Unified care for end-users and internal requests from drivers.
Before and After
| Before | With Sagicc |
|---|---|
| Distributed channels and processes | 7 channels coordinated from a single platform |
| High workload from repetitive inquiries | AI-powered chatbot and voicebot |
| Delays in processing daily requests | Over 2,000 daily requests managed |
Make Every Request Reach the Right Destination
Centralize channels, automate frequent inquiries, and equip your agents with the context required to resolve exceptions.
Expreso Brasilia’s transformation demonstrates how digitalization and omnichannel management enable transportation companies to offer faster, safer, and 24/7 service, driving digital sales and user satisfaction.