Science & Tech · AI · 5 hrs ago
Línea Directa uses AI to handle roadside assistance calls
Línea Directa has launched an AI phone assistant for customers seeking roadside help with car and motorbike insurance in Spain.
The assistant can hold natural conversations and handle a request from start to finish, without callers waiting.
It now handles 30% of the insurer’s phone requests for towing, according to the company, just weeks after launch.
Across phone, app and website channels, nearly 80% of towing services are handled immediately through digital channels.
Customers are told when they are speaking to AI, and a human agent takes over if needed.
The company also has a web and app chatbot that receives more than 2.6 million queries a year and resolves over 70% of them, it says.
Línea Directa plans to extend conversational AI to other tasks, while training its 2,400 employees to use AI tools.
Línea Directa has launched a conversational AI agent to handle telephone queries about roadside assistance for car and motorcycle insurance customers.
The company says the agent now handles 30% of its tow-truck requests received by phone.
Including services handled through its app and website, nearly 80% of tow-truck services are managed immediately through digital channels.
Customers are told at the start of a call that they are speaking with AI, and can be transferred to a human when needed.
Línea Directa plans to extend conversational AI to other tasks while aiming for accuracy and no waiting time.
- Who
- Línea Directa, an insurance company.
- What
- It launched a conversational AI agent to handle telephone queries about roadside assistance.
- When
- The agent was launched recently; the article was published on 23 October 2026.
- Where
- Not stated.
- Why
- The company says AI can improve agility and efficiency, reduce errors, and help customers avoid waiting.
This story does not have two clearly opposing sides.
Línea Directa already used a chatbot to assist customers through its app and website.
Línea Directa launched a conversational AI agent for telephone roadside-assistance queries.
The company said the agent was handling 30% of its telephone tow-truck requests.
- Telephone tow requests
- AI handles 30%
- Digital tow services
- Nearly 80% managed immediately through digital channels, including the app and website
- Customer chatbot
- More than 2.6 million queries a year
- Chatbot resolution rate
- More than 70%
- Employees
- 2,400 professionals are being trained in AI
What people are saying
Línea Directa is in the best possible position to take advantage of the opportunities of artificial intelligence, which represents a competitive advantage for the company in terms of agility, efficiency and eliminating errors