How Trevvel speeds up customer contact while keeping it personal

The Digital Assistant creates the perfect balance between speed, accuracy and customer care.

The impact in one line

With AssistYou’s Digital Assistant, Trevvel handles more than 1,250 customer requests every day in a fast, friendly and reliable way. Phone agents now have more time to focus on urgent trips, sensitive cases and customers who need extra care.

The challenge

Trevvel, part of the BIOS Group, provides daily transport in Rotterdam for seniors, students and people with disabilities. Around 1,250 people contact Trevvel every day to book, cancel or update a ride.

To keep the service both fast and personal, the team needed a more efficient process. The high volume of calls made it harder to manage wait times and maintain service quality.

Our approach

AssistYou developed a Digital Assistant tailored to Trevvel’s transport needs. This AI-powered solution does more than answer simple questions. It books rides through natural conversation, using advanced language models.

The assistant automatically recognises returning callers based on their phone number. If that’s not possible, it asks for the customer number and date of birth in a friendly, conversational way. It then starts the booking process right away, using customer data from the CRM system to personalise the experience.

What sets this solution apart is its ability to understand everyday language.
For example, if someone says:
“I want to go to the hospital tomorrow with my mother and sister,”
the assistant understands:

• The ride is for tomorrow, based on the current date
  
  

• Three people will be travelling
  
  

• The destination is a hospital
  
  

It also recognises place names like “Erasmus MC” or “the hospital in Dordrecht” without needing a full address. The Google Maps integration confirms and suggests the correct location automatically, which makes booking much easier for customers.

The assistant continues by asking about the time of the ride, whether a wheelchair is needed and if it is a return trip.

This creates a fast and intuitive experience without waiting or pressing buttons. If the request is too complex or the caller prefers a human conversation, the assistant forwards the call directly to the right team member.

Because the assistant is connected to Trevvel’s CRM and ride scheduling system, bookings are created without errors and manual steps have been reduced significantly.

Results and insights

• More than 1,250 customer requests handled successfully every day
  
  

• More time for staff to focus on urgent or complex cases
  
  

• Over 90 percent of customers find the assistant easy to understand, including seniors, students and people with disabilities
  
  

• More than 80 percent of customers are satisfied with the experience
  
  

• Real-time CRM updates make follow-up bookings, such as return trips, smooth and simple

Call to action

Want to speed up your customer contact and keep it personal?
Book your free demo with AssistYou today.