Since November, TopTruck network workshops in Spain—and soon in Portugal’s TopTrucks and Intertrucks—have been supported by an AI-assisted service for ticket management and technical support. The virtual assistant, named Remedios, manages the entire interaction with the platform through a standardized channel: WhatsApp.
Remedios’ license plate search engine automates the identification of vehicle chassis and handles data retrieval from the DGT server. Using artificial intelligence trained by TopTruck’s technical team, Remedios immediately classifies tickets according to the workshop’s request. Depending on the technician’s needs, the assistant either positions the ticket in the CRM queue for human intervention—such as breakdown support—or automatically sends the relevant technical documentation when the request concerns specific information.
The system’s responses can be customized across multiple levels of control. At the most restrictive level, every response is reviewed by a support technician before reaching the workshop. At the fully automated level, workshops interact exclusively with the virtual assistant. Over time, as Remedios is gradually integrated into daily operations, the AI is expected to continuously learn and improve its interactions with both the support team and the workshops. At its most advanced stage, Remedios will autonomously manage technical documentation and resolve routine faults by accessing a knowledge database developed from the technical team’s years of experience.
The results to date are significant. Service efficiency has improved dramatically, increasing the query resolution rate and freeing technicians from the repetitive task of validating ticket information. Workshops also benefit from a more flexible service model, interacting with Remedios at any time without the need to align schedules with technicians. This seamless integration into daily operations is already being recognized as a major improvement in service quality across the network.
