Rental questions and availability
Answers rental questions as soon as they are asked and checks vehicle availability in real time.
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Car rental assistant for AVIS
A virtual assistant on the AVIS website that answers rental questions and guides customers through booking at any hour.
About the client
AVIS is a car rental company serving customers across multiple locations. Its service team handles customer questions about vehicle availability, pricing, rental terms and booking changes.
The challenge
Customer questions and bookings depended on the service team's working hours and manual handling.
- A high volume of repetitive inquiries that overwhelmed the service team
- No instant answers for customers outside business hours
- A manual booking process that slowed down sales
What we built
The virtual assistant runs 24/7 on the AVIS website as the first point of contact for rental questions and bookings.
Price quotes and booking guidance
Gives customers a price quote and guides them through the booking steps.
Common support requests
Resolves routine requests in the chat itself, so they never need to wait for an agent.
Handover to the service team
Escalates complex cases to an agent, so customers with a non-standard request still reach a person.
The results
The service team spends less time on repetitive questions, which the assistant now answers on the AVIS website.
- Customers who write outside business hours get an answer without waiting for the team
- Customers can go from a rental question to booking guidance in the same conversation
- Agents' time goes to the complex cases that the assistant passes on
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