Case Study: Penske Truck Leasing improves reservation speed and eliminates wait times with Avaamo Contact Center AI

How Penske simplified and improved reservation system with Contact Center AI

Penske Truck Leasing, a Penske Transportation Solutions company, needed a better way to handle unpredictable spikes in truck rental reservations after COVID-19, especially with remote hiring challenges, longer hold times, and agents taking more than five minutes to book or update reservations. To simplify the reservation process and improve call center efficiency, Penske worked with Avaamo and its Contact Center AI solution.

Avaamo deployed its Contact Center AI assistant, Erica, to help new customers onboard and allow existing customers to confirm or modify reservations by voice, while identifying callers by phone number and maintaining context for personalized service. The solution went from 80% out-of-box accuracy to 100% in eight weeks, eliminated waiting time for incoming calls, reduced resolution time, improved customer satisfaction, and helped lower average handling time; Penske said the solution had already paid for itself several times over.

Penske Truck Leasing

Mike Krut

Senior Vice President of Information Technology