Client
Regione Veneto
Sector
Public Administration, Transport, Taxation
Offering
AI Assistant for Vehicle Tax Portal
/ Public Sector /
/ Digital Services/
/ Citizen Support /
Regione Veneto integrates AI vehicle tax support through GAIA, automating citizen inquiries, guiding payments, and improving portal efficiency.
Context
The Veneto Region oversees the organization and administration of its seven provinces. As part of its digital services, the Region manages an online vehicle tax portal that helps citizens understand and pay their annual car tax (bollo auto).
High volumes of citizen inquiries were overwhelming the regional call center, while manual support processes created inefficiencies and delays. Consequently, a scalable solution was required to improve access, reduce response times, and streamline payments.
Challenge & Solutions
➤ Citizens struggled to find accurate information or complete payments independently.
➤ Manual support processes led to inefficiencies and administrative delays.
➤ High inquiry volumes exceeded call center capacity.
➤ A scalable, automated solution was needed to improve service quality.
To address these challenges, the Veneto Region integrated GAIA into its online vehicle tax portal as a virtual assistant supporting both chat and voice interactions. GAIA was trained on official rulings and the portal’s structured content, allowing it to autonomously answer frequent questions and guide citizens through key tax-related actions.
Phase 2 Enhancements:
GAIA will soon include a conversational avatar and direct integration with PagoPA and the regional CRM. Once authenticated, citizens will be able to complete vehicle tax payments entirely within GAIA, removing friction and enhancing the overall user experience.
As a result, integrating GAIA transformed the vehicle tax portal, making information accessible, immediate, and fully automated within a single interface.
Impact
Key Outcomes
➤ Instant Support: Citizens receive immediate, accurate assistance directly within the vehicle tax portal, avoiding call center wait times.
➤ Reduced Operator Workload: GAIA autonomously handles repetitive inquiries, freeing human operators for more complex tasks.
➤ Scalable Integration: The system supports end-to-end digital payment and support, enabling future expansions.
➤ Improved User Satisfaction: Automation ensures up-to-date responses, improving overall citizen experience.
➤ Operational Efficiency: Routine interactions are streamlined, allowing internal teams to focus on high-value tasks.
By automating routine interactions and providing reliable, instant support, GAIA has improved both citizen satisfaction and internal efficiency, laying the foundation for a fully digital, self-service vehicle tax experience.
than half
Call center volume for vehicle tax-related inquiries
questions
now fully managed by GAIA
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