The Client
A posto is a network of over 1,600 auto repair shops across Italy, established roughly 20 years ago on the initiative of LKQ RHIAG, Italy’s leading company in aftermarket parts distribution and services, and part of the international LKQ Group.
Aposto.it is the portal where the network offers services to motorists: it provides informational content, promotes special offers, and connects users with an extensive network of partner repair shops for maintenance and check-ups.
Services provided
Objectives
- Create an intelligent, always-on (24/7) contact point capable of providing reliable, expert technical answers—like a real mechanic—to resolve motorists’ concerns.
- Transform these interactions into qualified leads for the RHIAG network. The virtual agent should guide users from information requests to booking services, optimizing conversion on promoted services.
Challenges Addressed
- Complex technical queries: meta-prompting + RAG for accurate and consistent responses.
- From Q&A to action: conversational funnel + RHIAG APIs for direct in-chat bookings.
- Shop selection: transparent geolocation with instant suggestions of the nearest locations.
- Zero IT impact: integration via an API wrapper around Aposto.it, with no changes to client systems.
Solution
We developed BOB on the AND EMILI Cognitive Platform, which lets us orchestrate the most suitable Large Language Models through a proprietary no-code interface, delivering a transparent, fully autonomous, agent-like experience.
Leveraging Generative AI, BOB assists users comprehensively and personally. Key capabilities include:
- Advanced Technical Assistance: natural language understanding and retrieval from a technical knowledge base (FAQs, repair-shop profiles, fault diagnostics).
- Intelligent Conversion Funnel: the agent doesn’t just answer—it actively guides users through a predefined conversion path. It identifies the motorist’s needs and directs them to the nearest repair shop, seamlessly integrating with Aposto.it features.
- Lead Generation & Integration: BOB connects via API to RHIAG systems. It can locate repair shops, identify car models from the license plate, create appointments by capturing the required data, and generate qualified leads directly into RHIAG’s intranet.
- Real-time Monitoring Platform: advanced text-mining and data-mining functions allow teams to analyze interactions and continuously improve responses.
BOB shows how a next-generation chatbot can combine customer experience, lead generation, and operational automation—creating measurable value in technically complex markets such as the automotive aftermarket
Results
Results — PoC (May 2025 → September 2025)
98%
Response accuracy
< 5s
Average response time
In the Client's Words
BOB is giving us the opportunity to assist motorists in an innovative, modern, and effective way: expert conversations, zero waiting times, and a frictionless booking flow—even on mobile. We’re aware that BOB cannot replace an auto repair technician in the delicate process of diagnosis and quotation, but our goal is to facilitate motorists’ contact with the ‘a posto’ network, provide a unique interaction experience in the sector, and convert interactions into leads for the network’s repair shops.
S.C., director of Digital Customer Experience - LKQ Rhiag
vs 20-30 s live-chat