SUCCESS STORY

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

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

39%

in cost savings in one year

70%

of inquiries handled by the digital assistant

85%

accurate comprehension and response rate
Challenge

Challenge

Brands like Avis struggled to meet evolving customer expectations for fast, personalized, omnichannel digital communication and conversational customer experiences.

Solution

Solution

Insider helped Avis deploy an AI-powered WhatsApp assistant that manages most routine inquiries, provides contextual, personalized support, and escalates only complex issues to human agents.

Result

Result

Avis improved customer service efficiency and responsiveness, freeing agents to focus on high-value conversations while AI handled the majority of routine customer interactions.

ABOUT THE CUSTOMER

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.

INDUSTRY
Automotive
SOLUTIONS
WhatsApp Business API
AI Virtual Assistant
CHANNELS
WhatsApp

SUCCESS STORY #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.

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
Avis

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
Avis

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
Avis

39%

in cost savings in one year

70%

of inquiries now handled by the digital assistant

85%

accurate comprehension and response rate

Looking ahead

Looking ahead Looking ahead

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.

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