How G7 reinvented Customer Support efficiency with Onepilot’s human-AI synergy

Founded in 1905, G7 is Europe’s leading taxi provider, handling over 14 million rides each year and transporting 32 million clients. G7 animates a community of more than 15,000 affiliated taxis in France thanks to a large partner’s network. The company’s dual mission is to improve mobility for all and make taxi drivers’ daily lives easier. As a trusted mobility partner, G7 continuously innovates to deliver top-notch customer experiences, from drivers to passengers, and increasingly, through digital customer service channels.

“We have three main areas to strengthen customer relations: making the customer more autonomous, helping our agents as much as possible, and analyzing the voice of the customer to continuously improve our service.”
Cristian Partene, Chief Experience Officer, G7 

Customer support: What challenge does G7 face?

As G7’s business grew, so did the demands on its customer service team. They faced a twofold challenge:

• Maintain exceptional quality of service while controlling costs.

• Scale operations efficiently without overburdening internal teams.
  
  

Typical customer inquiries include:

• Payment issues

• Ride or paid option cancellations

• Ride confirmations and invoices
  
  

To manage these, G7 operated a hybrid support model combining internal agents and external partners, handling customer interactions primarily via email, Zendesk, and proprietary back-office tools.

“We couldn’t afford to outsource without guaranteeing quality. We needed a partner capable of monitoring quality and providing flexibility.”
Cristian Partene, G7 

Why G7 chose Onepilot

Prior to partnering with Onepilot, G7 sought:

• Smarter knowledge navigation: Agents needed faster ways to find the right answers across their knowledge bases.

• Ticket automation: Certain repeatable queries could be automated to free up human resources for higher-value tasks.

• Data security: G7 chose Onepilot for protecting company and customer data, and to ensure the sovereignty of hosting infrastructures. G7 trusts Onepilot as we are ISO 27001 certified since 2024 (by Bureau Veritas) and conduct annual pentests on our infrastructure.

“The key issue is productivity and quality. How do we help our agents work faster and deliver excellent results?”
Cristian Partene, G7

The Onepilot solution

Together, G7 and Onepilot rolled out a solution in three key phases:

1. Empowering agents with intelligent knowledge navigation

Onepilot integrated its smart search capabilities into G7’s systems, enabling agents to quickly find precise answers, reducing handling time and errors.

“We started by ramping up agents together with Onepilot, and especially by building the knowledge base jointly. The technology: with topic detection and smart navigation was a real benefit.”
Cristian Partene, G7

2. Ensuring quality control

Quality was non-negotiable. G7 leveraged Onepilot’s double-review processes and intelligent monitoring tools to spot anomalies and maintain high service standards.

• FRT (First Response Time) target: < 1h

• Quality of Service (QS): > 92%

• CSAT: > 90%

• Cost per ticket resolved: tracked and optimized

3. Driving automation: From Copilot to Autopilot

A major leap came with automating simpler tickets. Onepilot’s Autopilot handled repetitive requests, while complex cases remained with human agents.

Our results:

• 20% of tickets automated

• 80% of automated tickets handled with quality similar to a human agent
  
  

An example of G7’s granular, process-by-process approach to automation:

“We realized we could go even further. The idea is to move from copilot (AI pre-answering tickets to improve agents efficiency) to autopilot (ticket automation tool developed by Onepilot), and reach 50% of tickets automated, with 95% of them handled at human-quality level.”
Cristian Partene, G7

For QCs of tickets processed by Autopilot (AI), Onepilot reviews 100% of them, analyzing message customization, compliance with the knowledge base process, and whether all ticket closure instructions were followed (tags, send status, etc). Onepilot’s quality experts then review samples of tickets to double check and train AI models for continuous improvement.

G7 x Onepilot: Results so far

Thanks to Onepilot’s human-AI mix, G7 has:

• Increased agent productivity (Thanks to co-pilot suggesting answers to agents.)

• Improved service consistency (Onepilot AI answers between 0 and 5 minutes while a human agent takes on average a few hours.)

• Reduced handling costs (G7 saved over 20% during the POC period thanks to AI.)

G7 can also continuously improve their service thanks to Onepilot’s QC System that flags tickets that have been poorly rated by customers in terms of CSAT.

“The platform is well designed to detect anomalies and avoid pushing just any ticket. There’s pre-detection and double evaluation. That’s what allows us to control quality even while automating.”
Cristian Partene, G7 

Conclusion

The G7 x Onepilot partnership shows how the right balance of human expertise and smart automation can transform customer service. For G7, it’s not just about efficiency, it’s about continuously elevating the customer experience.