ViaPlus, the mobility technology subsidiary of Vinci Highways, has expanded the artificial intelligence (AI) capabilities of its Haven customer service platform, adding conversational and agentic features that can interact directly with customers and act on their service requests.
Based in Plano, Texas, US, ViaPlus said the update is designed to speed up resolution times and improve consistency for the transportation agencies that use Haven, while keeping human agents at the centre of more complex interactions.
Natural-language requests handled automatically
The upgraded platform can now process natural-language customer requests and resolve common issues, including payment processing and account updates, without human intervention. More complex cases are escalated to human agents. Customers get access to 24-hour, multilingual support, with urgent issues automatically flagged for faster attention.
ViaPlus said the mobility agencies it serves routinely handle millions of customer transactions each year, and that the AI features are intended to help those agencies scale support during periods of peak demand while improving first-contact resolution rates.
Support for agents alongside customers
The AI additions are not limited to customer-facing interactions. Haven’s customer service teams also gain real-time prompts, suggested responses, faster access to information and automated quality insights, which ViaPlus said should reduce repetitive tasks and support faster, more confident decision-making by agents.
The company was keen to stress that human staff remain core to the model. While the AI features are designed to expand the speed and scale of service, ViaPlus said human expertise is still needed for nuanced situations and for maintaining the personalised relationships that customers expect.
Scaling as transaction volumes grow
According to Xavier Defrenne, chief executive of ViaPlus, the new features allow the company to deliver customer resolutions with speed and consistency.
“As transportation systems become increasingly automated and transaction volumes continue to grow, these innovations will help mobility agencies scale customer support efficiently while maintaining the high standards of service their customers expect,” he says.
ViaPlus has not disclosed further technical detail on the AI models used, a rollout timetable for the new features, or named customer agencies that have adopted them.
