National Breakdown partnered with AIMAI to resolve a heavy administrative bottleneck in their customer service department. We designed a bespoke, human-in-the-loop workflow that slashed complaint investigation times while keeping their team firmly in control.
At a Glance
The Goal: Reduce the heavy administrative burden of investigating and documenting customer complaints.
The Solution: A secure, custom application built on the AIMAI platform that automates transcription and enables natural-language search.
The Impact: Complaint processing time dropped from four hours to 14 minutes, freeing senior managers to focus on business growth.
The Operational Bottleneck
National Breakdown manages vehicle recovery services across the UK and Europe. When a customer raises a complaint, the team must review the case with absolute accuracy to meet strict regulatory standards. Historically, this meant hours of manual work for senior staff, pulling information from call logs, policy documents, and databases.
Before the system was built, two senior managers spent a significant portion of their week investigating these complex disputes. They had to piece together what happened by listening to long call recordings, checking notes across multiple databases, and comparing customer coverage against policy rules. Finally, they had to draft consistent, professional evidence files for customers, insurers, and the Financial Ombudsman Service.
Because this work required deep knowledge of policy details, the task could not easily be delegated. This created a clear bottleneck: highly experienced leaders were stuck doing repetitive admin rather than leading the business.
The Discovery and Build Process
National Breakdown and AIMAI collaborated to identify exactly where automation could help. The goal was not to replace human judgement, but to eliminate the manual searching and administrative delays that slowed the managers down.
The resulting application, built on the AIMAI platform, transcribes call recordings automatically and indexes them alongside case notes and policy terms. Instead of manually searching through files, operators can now query the case file in plain English.
For example, staff can ask the system:
- “What did the customer agree to on Tuesday’s call?”
- “Does this claim align with Section 4 of their policy?”
- “What is the timeline of events?”
The system finds the exact audio clip and text transcript instantly.
Process Comparison
| Stage | Former Manual Process | AIMAI Process |
| Case data | Located across separate recordings and note files | Imported into a single digital workspace |
| Case review | Staff listened to entire call recordings and compared documents manually | Staff read transcripts and use natural language search |
| Evidence generation | Compiled manually, leading to formatting differences | Drafted automatically using standard templates |
| Staffing | Restricted to senior managers | Handled by customer service staff |
The software does not make determinations on complaints. Instead, it displays transcripts and suggests summaries so operators can review the factual timeline and prepare documentation.
Overcoming Hesitation and Team Adoption
Adopting AI in a compliance-heavy environment can cause natural hesitation. Initially, some staff were sceptical about introducing automation into sensitive complaint reviews.
We addressed this by keeping human operators in control of every decision. The AI does not judge the complaint; it simply acts as an assistant that gathers evidence. Once the team saw how much time it saved on repetitive tasks like call transcription, the tool was quickly embraced. Today, the wider customer service team can handle parts of the investigation, meaning senior managers are no longer a bottleneck during busy periods.
Practical Results
For any business looking to scale, the results offer a clear blueprint:
- Processing times dropped from four hours to 14 minutes per case.
- Senior managers reclaimed hours of their week for strategic work.
- Evidence packs are now standardised, polished, and ready for regulatory scrutiny.
- The customer service team can scale up to handle peak volumes easily.
By automating the tedious parts of the job—transcribing, searching, and formatting—National Breakdown protected the quality of their decisions while saving hundreds of hours of senior time.