After three years of 60% annual growth, the company faced a surge of customer enquiries that its contact centre could not absorb: around 50,000 interactions a day across its website and SMS. It needed an intelligent service channel that could book, answer and escalate on every channel its customers used.
What we built- A generative AI agent handles enquiries, bookings and service orders across web, mobile, WhatsApp and SMS, around the clock.
- Fifteen service flows, from identity verification to ride retrieval and cancellation, guided step by step on desktop and mobile.
- Customers book by text or voice, and receive real-time updates.
- Complex cases transfer seamlessly to live agents with full context.
- 24/7 instant responses with minimal wait times.
- Fewer FTEs required in the call centre and help desk, and more than 20,000 customers served.
- SLAs improved through faster resolution.