Easy processing of compliance requests thanks to AI_

Toll Collect GmbH is a public company which has been operating the toll system for lorries on German motorways for almost 20 years. The revenues from this system flow into the federal budget and are then re-invested in mobility projects and improvement of road infrastructure.

Project goal and challenges

An AI-based solution needed to be developed to effectively respond to internal compliance requests, such as those relating to policies or internal processes. The goal: The application must be intuitive enough to be used as an app or web application.

Solution and measures

Over the course of this project, cronn needed just three months to develop InfoPilot – a solution based on generative AI. The solution does not require complex user interfaces, because all communication takes place via an internal e-mail address. Employees can access this e-mail address via their e-mail client (e.g. Outlook) and both ask questions and receive answers. This means the process does not change for the employees, because they ask their questions by e-mail – as before. At the same time, the compliance department is unburdened and only receives the requests that are too complicated for InfoPilot to answer.

A series of compliance documents and an FAQ serve as the basis for answering the inquiries.

cronn carried out the following measures during the project:

• AI Design Sprint: Conducting a kick-off workshop to define and analyse the requirements
• Machine Learning Pipeline: Development of an individual machine learning pipeline that considers the unique requirements of Toll Collect, such as gender-neutral language
• Integration into the IT infrastructure: full integration of InfoPilot into the Toll Collect intranet

Customer benefit

Thanks to email-based communication with InfoPilot, no additional training is required for Toll Collect employees. Users can ask their questions in a familiar way and environment and receive an answer within a short time. A quality check is carried out to determine whether the quality of the response provided is good enough. If this is not the case, the request is forwarded to Toll Collect’s compliance department.

In terms of sustainability, cronn relied on resource-saving open-source models from Europe, which also ensure the requirements for the legally compliant use of AI in public administration are fulfilled.