Case Study
Transforming Complaint Handling with AI: National Breakdown’s Journey
National Breakdown
AIMAI collaborated with National Breakdown to develop an AI agent that dramatically reduced complaint investigation times from hours to minutes by automating call and document analysis, improving accuracy, and enhancing staff confidence in AI capabilities.
Automotive breakdown and recovery services
What changed
The AI agent significantly improved investigation speed and consistency, received positive feedback from users, and increased staff confidence in AI-assisted workflows.
- ROI
- Process
- Innovation
“The agent is brilliant — it’s already making a huge difference to how quickly we can review a case.”
Our Solution
AIMAI designed and implemented a custom AI agent that automates complaint investigations by rapidly transcribing and analysing call recordings and job notes, providing clear summaries and search highlights to accelerate case reviews.
Implementation
Key steps from kickoff to delivery
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1
Conducted discovery sessions to map the complaint investigation workflow and identify pain points.
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2
Developed a custom AI agent on the AIMAI platform replicating existing investigative steps.
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3
Integrated advanced transcription and contextual search for rapid retrieval of key details.
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4
Supported multiple file formats including WAV, MP3, and PDF to match the live environment.
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5
Delivered demos and refinement sessions to align the solution with operational requirements.
Timeline: Proof of concept delivered in under a month, enabling rapid deployment and testing.
Client Background
National Breakdown is a leading UK provider of vehicle breakdown, recovery, and repatriation services, managing large volumes of customer incidents every day with a focus on timely and effective roadside assistance.
Challenge
The complaints team faced a time-consuming and inconsistent investigation process, spending hours manually reviewing call recordings and documents, struggling to locate specific details, and risking errors that could impact customer satisfaction and SLA performance.
Goal
To accelerate complaint investigations, reduce manual errors, and improve access to critical information without disrupting existing systems or workflows.
Work with us
Transform Your Complaint Handling with AI-Driven Efficiency
Partner with AIMAI to implement tailored AI agents that reduce manual effort, speed up investigations, and enhance accuracy, enabling your team to deliver faster, more reliable customer service.
- Accelerate complaint handling with AI-powered investigation tools
- Improve accuracy and consistency across complaint reviews
- Build scalable AI solutions without disrupting existing workflows