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Client: AXA Assistance
Industry: Insurance
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AXA Drive Easy aims to provide end to end Roadside Assistance system to its customers. Our engineering team wrote complex algorithms to automatically filter and suggest the nearest workshops, drivers, and providers for a case.
To meet these requirements, we embedded an Agentic AI layer capable of orchestrating multiple service agents in real-time. This ensured that from the moment a customer requested roadside help, AI agents coordinated seamlessly between towing partners, insurance representatives, and rental car providers—delivering a unified experience without requiring the customer to repeat or re-enter information.
Via Drive Easy platform, AXA wanted effective and efficient roadside rescue operations for their customers, who were stuck in the middle of nowhere with a broken car.
Technology was the fulcrum based on which AXA Drive Easy roadside assistance was conceptualized and planned. AXA wanted technology as the driving force behind providing roadside rescue services, and to make it effective that way.
Time is a critical essence when it comes to roadside rescue. If the assistance is not provided in time, then it won’t be meaningful. Hence, AXA wanted a tech-fuelled assistance service that can save time.
Using advanced algorithms and geo-positioning tools, we conceptualized and designed AXA Drive Easy road assistance app which proved to be a savior for drivers. We ensured that customers are able to get access to timely and accurate roadside help, based on their precise location.
The solution was powered by an Agentic AI backbone that went beyond simple automation. AI agents independently managed multi-step service flows such as dispatching the nearest tow truck, initiating claim pre-approvals, arranging alternate transport, and sending real-time status updates to customers. The orchestration framework allowed these agents to communicate securely with each other, adapt to dynamic situations like sudden traffic delays, and continuously optimize for the fastest resolution.
AXA customers were able to get timely roadside assistance, due to real-time information sharing with the operations team. The system was able to locate customers’ coordinates, and share the information with the backend team in real-time.
This ensured reduced operational expenses for the client, quick and timely roadside assistance for the customers and a seamless, automated process for delivering assistance in real-time.
In literally one click, AXA customers were able to receive roadside assistance from the operational team, which proved to be the gamechanger.
We created a system that automatically pulled 80% of the critical data about the customers, and shared them with the backend team for quick action. Using that data, the nearest workshops were contacted, and roadside assistance was delivered.
In an emergency situation, the only thing that matters is time, and ensuring that no time is wasted in providing quick roadside help. Our powerful digital and mobile platform for AXA Drive Easy enabled seamless collaboration between Operational and Finance teams, and helped them to coordinate rescue efforts on a global level.
We created new benchmarks for operational excellence.
AI agents dynamically assessed driver location, traffic, and partner availability, autonomously dispatching the most efficient roadside unit.
Agentic AI coordinated multiple service providers in the background, so customers could schedule help without worrying about vendor selection or delays.
The AI agents learned from past service patterns to recommend the most relevant services proactively, improving both customer satisfaction and operational efficiency.
Behind the scenes, autonomous AI agents orchestrated every step of the journey—analyzing context, coordinating with service providers, handling exceptions, and ensuring customers received timely help without friction. This agentic AI layer transformed AXA’s roadside assistance into a self-driving service ecosystem—intelligent, adaptive, and scalable.
Program Manager, Insurance Multinational
For 208-year-old financial services behemoth: AXA, we conceptualized a unique, tech-powered platform that empowered its customers to avail roadside assistance faster and seamlessly. With a sharp reduction of upto 80% time in getting roadside assistance in emergencies, €780.9 billion worth of AXA was able to instill more brand love and create a tribe of loyal customers. With technology as the fulcrum, nothing is impossible. By embedding Agentic AI into the core service flow, AXA achieved more than just faster turnaround times—customers now experienced an intelligent, proactive support ecosystem. Instead of siloed workflows, AI agents acted as always-on problem solvers, cutting resolution time by up to 80%, while simultaneously reducing manual coordination overhead for AXA’s operations team.
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