Europ Assistance bots

Europ Assistance Polska provides road, home and medical assistance on behalf of insurers, banks and car makers, each with its own brand and policy rules. A driver stuck on the roadside will not fill in a long form, and every partner wanted its own Messenger channel. The task was one bot platform that identifies the customer and policy in seconds, collects the incident details and opens a case in the alarm-centre system.

I designed the platform on my own BotMother/Viper PHP framework: one core and about 15 brand configurations (Proama, Credit Agricole, Santander, Millennium, Generali, Uniqa, Hyundai, Nissan, Infiniti and others), each with its own menus, texts and flows. The bot reads the plate from a photo via OpenALPR or scans the Aztec code on the registration document, finds the policy by plate, policy number, VIN or PESEL, takes location and towing point from a map and registers the claim. HMAC-signed webhooks push status updates and a live tow-truck link back.

Plate recognition (OpenALPR) and Aztec-code scan of the registration document

Policy lookup by plate, policy number, VIN or PESEL; claim registration

Breakdown location and towing point on a map or as a typed address

Home assistance, doctor visits and concierge services with payment links

Status pushes via HMAC-signed webhooks, saved profiles, FAQ fallback

About 15 brands served from one codebase; 170+ commits over three years (2019–2022)

PHP (BotMother / Viper)

Messenger Platform API

OpenALPR

Aztec scanner (own lib)

Google Geocoding

MS SQL Server

ReactPHP

Docker