See how VINCI Highways’ AI agents are improving operations

Already in action across the VINCI Highways network, our AI agents are delivering faster roadside assistance, more efficient tolling operations and immediate answers for customers. Driven by our teams in the US, India and Brazil, these projects show how VINCI’s decentralised, entrepreneurial model accelerates innovation. These solutions were showcased to the Group’s AI leaders at VINCI AI Tech Days, which brought together for the first time its global AI community at VINCI’s headquarters near Paris to share advances and explore opportunities for wider deployment.

On a remote highway, getting help should never feel remote

A breakdown on a long highway can leave a driver far from the nearest town, unsure who to call or how long help will take. Getting an immediate answer matters. So does knowing that assistance is coming. On Brazil’s Via Cristais highway, this is the need behind OmniAI, an AI roadside assistance agent and the first of its kind in Brazil, designed to respond to users by phone, chat and WhatsApp. Its first deployment focuses on making contact faster, including when many people need support at once.

Since its launch in July, OmniAI has fully handled about 80 % of customer interactions - calls, chats and WhatsApp messages. Every call was answered with no waiting time, and the agent was able to manage up to 60 interactions simultaneously. Coming next: the agent will geolocate drivers and send them the estimated arrival time of the assistance patrol. For someone waiting beside the highway, that means knowing when help is expected, instead of being left wondering.

India is moving to free flow. AI is helping teams keep up.

When toll barriers disappear, the work behind each transaction does not. Vehicle information still needs to be verified. Documents need checking. Evidence must be reviewed before a violation notice is issued. With road traffic growing and India accelerating its transition to free flow tolling, those tasks are multiplying. Simply adding more manual checks would make it harder to keep pace. ViaPlus has put AI agents to work on these specific bottlenecks. One examines documents and images to verify that a toll tag matches the correct vehicle, a task previously performed case by case by staff. It has already cut the manual effort required by almost 80%. Another checks the supporting evidence before a violation notice goes out. This gives teams the capacity to process more business at a lower cost per transaction, while concentrating their expertise on cases that need closer attention. AI is helping build the operational capacity behind India’s tolling transformation.

In the US, more customer calls without longer waits

Launched in April, ViaPlus' conversational AI service is already transforming customer support operations, handling up to 50% of inbound calls while helping the team absorb increased call volumes without increasing wait times. This reflects the platform's ability to scale customer service efficiently as demand grows. Customers can simply state their needs and receive immediate assistance, eliminating the need to navigate complex phone menus or wait on hold. When an inquiry requires additional support or human intervention, the system seamlessly transfers the customer to a live representative, ensuring a smooth and personalized experience. The result is faster, more accessible customer service and improved user satisfaction. Customer service teams have embraced the new technology, which helps them manage growing demand more effectively while allowing them to focus their time and expertise on customers who need personalized assistance. By combining AI-driven efficiency with human support, ViaPlus is delivering a smarter, more scalable customer experience.