Various simultaneous client contacts handled
Accuracy rate of 100%
Wait time eliminated: from 60 seconds to 0 seconds
0 seconds to connect with AI
Passed more than 2,000 tests before going live
In the first month, Via Cristais resolved 80% of client contacts automatically and reduced the waiting time from 60 seconds to 0 seconds with Google Cloud CCaaS.
In the first month, Via Cristais resolved 80% of client contacts automatically and reduced the waiting time from 60 seconds to 0 seconds with Google Cloud CCaaS.
Modernizing a 24-hour highway contact center to serve drivers better
Via Cristais is the Brazilian highway concessionaire responsible for operating 594 kilometers of the BR-040, between Belo Horizonte and Cristalina. A subsidiary of VINCI Highways, a French group operating 3,750 kilometers of highways across 13 countries, Via Cristais manages road safety, infrastructure, and driver services around the clock for everyone who travels the BR-040 every year.
For a highway that never stops, the contact center isn’t just a customer service function. It’s an extension of the operation itself.
"Each contact can represent a request for information, a request for support, or an emergency situation," says Tulio Abi-Saber, CEO. "That is why we needed a platform capable of offering a unified experience for clients, connecting channels, service, operations, and data, making the process more agile, consistent, and efficient."
The previous structure handled demands through different channels that passed through different tools before reaching a resolution. Consolidating that information and providing a unified view of each client's journey required steps that were slower and more manual than the operation demanded. The goal was to evolve that structure, reduce steps, centralize information, and make the flow between service and operations faster.
In an operation like this, the client is at the center of every decision. It is from the needs of those who use the highway that we structure our services, our operation, and our service channels with Google.
Tulio Abi-Saber
CEO, Via Cristais
When Via Cristais evaluated its options, Google Cloud CCaaS stood out for being capable of supporting a 24-hour operation.
"Google Cloud brought together AI, integration, and infrastructure in the platform that best responded to Via Cristais's needs today and, most importantly, to the demands we expect in the coming years," Abi-Saber adds.
Partner BlueShift implemented the solution and configured the service flows to reflect how Via Cristais actually operates.
Routing every highway interaction to the right solution in under five seconds
With Google CCaaS in place, Via Cristais built an omnichannel contact center that handles phone, messaging, website chat and WhatsApp through a single integrated platform. Regardless of which channel a driver chooses, every interaction passes through the same AI-powered system, which interprets the request, consults the relevant information, and routes each case to the most appropriate solution automatically.
Technology stopped being just a service tool and became a management instrument. It connects people, processes, and information, supports management to make strategic decisions in real time, and helps us offer a more efficient operation and a better experience for the highway client.
Tulio Abi-Saber
CEO, Via Cristais
What that looks like in practice depends entirely on what the driver needs. A truck driver asking about traffic conditions on the BR-040 or the location of the nearest service station receives an answer in four to five seconds, without navigating menus or memorizing commands.
The AI understands natural language, identifies the driver's location in real time, and resolves the request immediately. For requests that require operational support, such as a vehicle breakdown, the system collects all the necessary information and routes it directly to the Operational Control Center, which dispatches the appropriate field team.
In emergencies, the protocol is different. When the AI identifies a critical situation, such as an accident or an immobilized vehicle in a dangerous location, the call is immediately transferred to a human agent. That agent already has the full conversation history and all the information the AI collected, so the driver never has to repeat themselves.
"The technology supports decision-making from the very first contact," notes Abi-Saber. "It identifies situations that require immediate response and ensures that critical occurrences reach the responsible teams quickly."
The system underwent more than 2,000 tests before going live.
Setting a new benchmark for highway customer service in Brazil
The impact of the new contact center is already visible across the operation. Around 80% of interactions are now resolved directly by the AI.
For Abi-Saber, the most significant shift wasn’t in any single metric but in how the operation is managed.
"Before, a large part of the process depended on queries to different systems and decisions made with little visibility into operational performance," he reflects. "Today we work with a platform that connects service channels, the Operational Control Center, and different databases in a single environment. Each interaction is understood in context and routed faster and more precisely."
Via Cristais sees the platform as a foundation, not a finish line, and is planning to expand AI across more areas of the operation and develop new applications for smarter highway management.
"We invest in technology because we believe it is one of the main vectors for elevating service quality and strengthening our clients' confidence," says Abi-Saber. "Every advancement we incorporate must result in a simpler, faster, and more efficient experience for those who travel the BR-040."
Google Cloud stood out for the combination of artificial intelligence, integration capacity, and a robust infrastructure, capable of supporting an operation that runs 24 hours a day. It was the platform that best responded to Via Cristais's needs today and, mainly, to the demands we expect for the coming years.
Tulio Abi-Saber
CEO, Via Cristais
For other infrastructure and mobility companies considering a similar transformation, the advice is clear.
"The first step is to understand that customer service is not an isolated function. It is part of the operation and needs to be integrated with processes, systems, and company information, ”says Abi-Saber. “Technology alone does not solve the problem. The biggest gain happens when it connects areas, organizes data, and supports decision-making."
The lesson from Via Cristais extends beyond a single highway. "Google Cloud brought the technology. We brought the knowledge of the operation,” he adds. “The combination of these two competencies allowed us to build a platform prepared to evolve together."
Via Cristais is a Brazilian highway concessionaire operating 594 km of the BR-040 between Belo Horizonte and Cristalina, focused on road safety, infrastructure quality, and driver services.
Industry: Other
Location: Brazil
Product: Google Cloud CCaaS
About Google Cloud partner – BlueShift
BlueShift Brasil is a Google Cloud partner based in São Paulo specializing in systems integration and digital transformation, helping organizations process data to accelerate decision-making.
