Client
Regione Veneto
Sector
Public Administration, Transport, Taxation
Offering
AI Assistant for Vehicle Tax Portal
/ Public Sector /
/ Digital Services/
/ Citizen Support /
/ Citizen Support /
Automating citizen services to reduce wait times and streamline payments
Context
The Veneto Region is the governing body responsible for coordinating and managing the territorial organization of its seven provinces. As part of its digital services, the Region manages an online vehicle tax portal dedicated to helping citizens understand and pay their annual car tax (bollo auto).
Challenge & Solutions
➤ High volumes of inquiries related to vehicle tax overwhelmed regional call center capacity.
➤ Citizens struggled to find accurate information or complete payments independently.
➤ Manual support processes led to inefficiencies and administrative delays.
➤ A scalable, automated solution was needed to improve access and reduce response time.
To address growing inefficiencies, the Veneto Region integrated GAIA into its online vehicle tax portal as a virtual assistant supporting both chat and voice interactions.
Trained on official rulings and the portal’s structured content, GAIA autonomously answers citizens’ most frequent questions and guides them through key tax-related actions.
In Phase 2, GAIA will be enhanced with a conversational avatar and integrated directly with PagoPA and the regional CRM. Once authenticated, citizens will be able to complete their vehicle tax payments entirely within the GAIA interface, removing friction and improving overall user experience.
By integrating GAIA into the vehicle tax portal, Italy streamlined citizen support—making tax information accessible, immediate, and fully automated within a single interface.
Impact
Key Outcomes
➤ Citizens now receive instant, reliable assistance directly within the vehicle tax portal—no call center wait times required.
➤ GAIA significantly reduces the workload of human operators by handling repetitive inquiries autonomously.
➤ The system is designed for scalable integration, enabling end-to-end digital payment and support experiences.
By automating routine interactions and ensuring up-to-date responses, GAIA has improved both user satisfaction and internal efficiency—laying the groundwork for a fully digital, self-service tax experience in Italy.
than half
Call center volume for vehicle tax-related inquiries
questions
now fully managed by GAIA
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Italy – Brescia