How Ituran Reduced Contact Center Load by Automating 65% of Customer Requests

Name: CommBox
Brand: CommBox
Availability: InStock

Ituran serves millions of customers across multiple countries, where fast and reliable support plays a key role in delivering a strong connected vehicle service experience.

94%

Intent recognition accuracy

50%

of requests completed via WhatsApp

88%

CSAT achieved

65%

AI resolution across digital interactions

Industry

Connected Vehicle Services | Automotive Technology

Teams

Sales, Customer Service

Business Size

mid-sized global (3,000+)

Use Cases

AI-Powered Intent Recognition
Automated Digital Self-Service
AI + Human Service Orchestration
Continuous Optimization

Overview

Reducing Contact Center Load with AI-Powered Digital Service

Ituran is a global leader in connected vehicle services, providing stolen vehicle recovery, fleet management, telematics, and location-based services to millions of customers across multiple countries. Delivering fast, reliable customer support is a critical part of the company’s commitment to customer satisfaction.

As customer demand grew, routine service requests placed increasing pressure on its contact center. Customers often waited on the phone for simple inquiries, while agents spent valuable time handling repetitive interactions instead of more complex customer needs.

By partnering with CommBox, Ituran transformed its customer service operation with AI-powered customer journeys. Today, CommBox AI Agents identify customer intent with 94% accuracy and automatically resolve more than 65% of digital interactions, enabling customers to receive immediate service while significantly reducing contact center workload.

The Challenge

Routine Requests Were Creating Contact Center Bottlenecks

Before implementing CommBox, Ituran’s biggest customer service challenge was long phone wait times – even for routine requests that could be resolved automatically.

As interaction volumes increased, agents spent much of their day handling repetitive inquiries, slowing response times, contributing to agent fatigue, and limiting their ability to focus on more complex customer needs.

Ituran needed a smarter way to deliver faster service, expand digital engagement, and automate routine requests without compromising the customer experience.

The Solution

Building AI-Powered Customer Journeys Around Customer Intent

Ituran partnered with CommBox to build a unified AI-powered customer engagement platform centered around customer intent.

Today, customers engage through digital channels, including WhatsApp, where CommBox AI Agents understand why customers are reaching out, identify their intent, and guide them to the right resolution path. Routine requests are resolved automatically, while more complex cases are seamlessly transferred to human agents with the right context.

Unlike a traditional software deployment, Ituran and CommBox continuously measure customer journeys, analyze performance, and optimize automation over time. Every new AI initiative is evaluated against measurable business outcomes, ensuring continuous improvements in customer experience, operational efficiency, and ROI.

Top Use Cases

Turning Routine Requests into Digital Resolutions

AI-Powered Intent Recognition
AI Agents identify customer intent with high accuracy and guide customers to the appropriate resolution path.

Automated Digital Self-Service
Routine customer requests are resolved automatically, giving customers immediate answers without waiting for an agent.

AI + Human Service Orchestration
AI Agents handle repetitive interactions while seamlessly routing more complex or sensitive cases to the appropriate service representative.

Continuous Optimization
Customer journeys are continuously measured, refined, and expanded to increase automation, improve service quality, and maximize business value.

The next step

Scaling Digital Service Through Continuous Optimization

AI and automation remain strategic priorities for Ituran. The company continues to expand AI across additional customer journeys to provide more AI Agents that deliver immediate, 24/7 service, further reduce response times, and increase operational efficiency.

Working together, Ituran and CommBox will continue measuring, learning, and optimizing every AI initiative to maximize customer experience, automation, and business performance.

The Takeaway

From AI Deployment to Continuous Business Impact

Many organizations deploy AI. The leaders continuously optimize it.

By partnering with CommBox, Ituran didn’t simply automate customer conversations- it built an AI-powered customer engagement operation that continues to improve customer experience, operational efficiency, and measurable business performance.