Beyond Chatbots: How Urbani Built Support That Actually Solves Problems

Urbani provides unified mobility services across Monterrey, Mexico, connecting riders with city buses, trams, and metro through a single mobile app with QR-based ticketing.

Key results:

• 50-60% of conversations handled entirely by AI
• Refund processing fully automated via CRM integration
• Manual workload drastically reduced for support team

"The AI Journey provides much clearer communication with our customers compared to our previous flow system. We've eliminated the friction that used to exist with refunds, it's now completely automated."

— Support Team Lead, Urbani

The Challenge

Urbani's biggest bottleneck wasn't handling inquiry volume, it was processing refunds.

Mobile ticket purchases generate frequent errors: wrong route selected, duplicate charges, payment issues. Each refund required manual work: verify the customer, pull transaction details from their CRM, confirm eligibility, process the refund. Their previous flow-based system couldn't parse nuanced customer requests, leading to confusion, repeated explanations, and significant time drain.

With expansion to new cities on the roadmap, this manual process wouldn't scale. They needed automation that could handle complex, multi-step operations, not just answer questions.

The Solution

Urbani built an AI-powered support system using Trengo's HTTP actions to connect directly with their in-house CRM. The system doesn't just route conversations, it takes action.

Automated routing across five topic areas: Conversations automatically sort into FAQs, trip issues, balance checks, account access, or complaints. Simple questions go to AI Agents (their knowledge base). Complex issues trigger deeper automation.

CRM-integrated operations: For refunds and account issues, the system verifies customer identity by matching data against the CRM, confirms necessary details (like which route needs refunding), then triggers the refund directly via HTTP actions. No agent required.

Smart escalation: Human agents only step in when automation can't proceed, like when account verification fails. Otherwise, the Journey handles everything from initial contact to resolution.

The Results

50-60% of all conversations are now handled entirely by AI, with no human intervention needed.

Refund processing went from a multi-step manual task to instant automated resolution. The time savings freed the support team to focus on complex escalations rather than repetitive operations.

Communication quality improved. The structured AI journeys provide clearer next steps for customers compared to the previous static flow system, reducing confusion and back-and-forth.

With expansion into new cities underway, Urbani's support infrastructure can scale without proportional headcount increases. The HTTP action framework is replicable across new transportation partnerships.

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