Success Story

How Avis saved 39% of costs in 12 months with AI-powered conversational CX on WhatsApp

Personalization
WhatsApp
Customer support

39%

in cost savings
in one year

70%

of inquiries handled
by the digital assistant

85%

accurate comprehension
and response rate

Industry

Automotive

Category

Personalization
Customer Support
Sirius AI

Channels

WhatsApp

Solutions

WhatsApp Business API
AI Virtual Assistant

“Insider has enabled us to reach our customers on their favorite channel, faster than ever before. We’ve made a 39% saving on our customer support costs, while also decreasing wait times.”

Marketing Director

Executive summary

When Avis wasn’t meeting its customers’ evolving digital communication expectations, the global car rental brand partnered with Insider to leverage its AI native platform and enhance customer interactions. By building an AI-powered digital assistant in Insider’s WhatsApp solution, Avis streamlined inquiries, improved service, and led to significant cost savings of 39%. With 70% of inquiries now handled by the assistant, Avis now ensures its support agents can focus on critical conversations, enhancing efficiency and customer experience with an impressive 85% accurate comprehension and response rate.

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About Avis

Established in 1974, Avis leads the global car rental industry with its expansive network and diverse fleet of vehicles. Renowned for award-winning customer satisfaction, Avis prioritizes digital innovation and is redefining excellence in car rental services worldwide.

Why Insider?

Avis chose to partner with Insider due to its impressive AI native platform. As the market leader in AI-driven marketing solutions, Insider’s expertise stood out amongst other vendors. Avis, recognizing the significance of AI in enhancing customer communication, wanted to leverage Insider’s proven track record to deliver impactful AI-powered conversational CX.

USE CASE #1

Reducing costs and maximizing impact with AI-powered conversational CX

The challenge

Avis struggled to keep up with its customers’ evolving digital communication expectations. The brand recognized the need to enhance customer interactions by incorporating more channels and enhancing customer service with conversational CX.

The solution

Insider worked with Avis to launch its own AI-powered digital assistant on WhatsApp. Through extensive workshops and dialog flow development, Avis’ digital assistant is trained to handle inquiries related to the brand and car rental processes seamlessly, rerouting the conversation over to a human representative only when necessary. The digital assistant provides contextual recommendations and suggestions and is designed to prioritize customer experiences and personalization in every interaction. With the digital assistant handling over 70% of inquiries, Avis’ can now ensure its call agents are handling the most important, high-stakes conversations, while AI does the rest, driving efficiency and decreasing customer response times.

“Thanks to Insider, Avis’ AI-based digital assistant can complete 70% of its conversations on its own, without falling back on live agents. This increases our confidence in AI-powered customer communications and has increased customer satisfaction.”

Marketing Director

The results

39%

 in cost savings
in one year

70%

of inquiries now handled
by the digital assistant

85%

accurate comprehension
and response rate

Summary

“Insider’s AI digital assistant has transformed our customer service and communication methods here at Avis. The AI-powered conversations are contextual, accurate, and can be delivered in seconds, and in just one year we saved 39% of our customer service costs.”

Marketing Director

Looking ahead

Avis is looking to expand its use of Insider’s WhatsApp solution with WhatsApp Flows, which enables end-to-end purchasing, renting, and booking experiences within the app.

Favorite feature

WhatsApp

WhatsApp is Avis’ favorite solution. When paired with Insider’s AI-powered digital assistant, it has transformed customer support for the car rental brand, increasing efficiency and saving costs.

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