• Client

    Apollo Tyres

  • Service

    Conversational AI

  • Industry

    Automotive & Tyres

  • Company Size

    16,000+

The client

One of India’s largest tyre manufacturers with a B2B customer base spanning commercial fleet operators, large-scale retailers, and institutional purchasers had built its customer service infrastructure around manual processes that were straining under the weight of growing transaction volumes. Bulk ordering, warranty claim management, and replacement processing all required multiple manual touchpoints, creating delays and inefficiencies eroding customer satisfaction and tying up service capacity. Apollo Tyres partnered with Worxwide to design and deploy a conversational AI solution that could handle these workflows autonomously across India. 

The problem

Apollo Tyres’ B2B customer service operation was experiencing the compounding costs of manual process dependency — long turnaround times on warranty claims, error-prone bulk ordering workflows, and over-reliance on human agents for interactions that could, with the right AI architecture, be handled end-to-end without manual intervention. The business needed a solution that could scale service capacity without scaling headcount. 

 

  • Manual Bulk Ordering Creating Errors and Processing Delays — B2B customers placing large bulk orders through traditional manual channels faced time-intensive processes prone to specification errors, pricing discrepancies, and confirmation delays. For fleet operators and large retailers with time-sensitive procurement requirements, these delays had direct commercial consequences. 
  • Cumbersome Warranty Claim and Replacement Workflows — Warranty claim and replacement processing required customers to navigate multiple touchpoints and manual verification steps, extending resolution timelines and generating frustration among commercial accounts for whom claim resolution speed was a direct measure of supplier reliability. 
  • High Customer Service Dependency Limiting Scalability — The concentration of routine B2B interactions order placement, claim submission, replacement tracking in the human service team created a scalability ceiling. As transaction volumes grew, service quality and response times deteriorated, and the cost per interaction remained high relative to the value being processed. 

OUR SOLUTION

Worxwide deployed an AI-powered voice agent to handle B2B customer interactions across bulk ordering, warranty claims, and replacement requests integrating the agent with Apollo Tyres’ backend systems to enable real-time retrieval of product details, warranty data, and order status. Multilingual Hindi-English support with contextually appropriate tonality was implemented to ensure the system felt natural and accessible to the full diversity of Apollo’s Indian B2B customer base. 

 

  • AI Voice Agent for Bulk Ordering and Claims Processing — An intelligent voice agent — integrated with product databases, warranty management systems, and order processing platforms enabled B2B customers to place bulk orders, initiate warranty claims, and request replacements through natural voice conversation without human agent involvement. 
  • Backend System Integration for Real-Time Data Access — Deep integration with Apollo Tyres’ backend systems gave the AI agent access to live product availability, pricing, warranty entitlements, and order status data — enabling accurate, personalised responses to customer queries without requiring human lookup or manual verification. 
  • Multilingual Hindi-English Support with Contextual Tonality — Natural multilingual conversation — with seamless Hindi-English code-switching and tonality calibrated to the B2B context ensured the AI agent felt accessible and professional to commercial customers across India’s diverse linguistic landscape, maximising adoption and interaction completion rates. 

Our work in action

The Impact

30% Reduction in Customer Service Dependency

The AI voice agent’s ability to handle bulk ordering, warranty claims, and replacement requests end-to-end reduced dependency on human customer service agents by 30%, freeing the service team to focus on genuinely complex interactions requiring human expertise.

Accelerated Claim Resolution and Faster Order Processing

Automating the intake, validation, and processing of warranty claims and replacement requests delivered faster resolution times for Apollo Tyres’ B2B customers — improving satisfaction among commercial accounts for whom turnaround speed was a direct measure of supplier reliability. 

Reduced Manual Effort Across B2B Service Operations

The elimination of manual processing steps across the most common B2B service interaction types reduced operational cost per transaction and created a scalable service infrastructure that could accommodate volume growth without proportional headcount increases. 

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