Case Study: Penske confirms 1,000+ additional reservations each month with Capacity AI automation

Penske confirms 1,000+ reservations each month with Capacity

Penske, an international transportation services company, faced a challenge with last-minute reservation cancellations that disrupted its operations. Their initial solution of using live agents to make thousands of confirmation calls each month was costly and time-consuming. To reduce no-shows, Penske sought an AI automation solution from Capacity.

Capacity implemented an AI-powered virtual agent that engages customers via SMS and voice to confirm, change, or cancel reservations without human intervention. This solution from Capacity successfully automated the process, resulting in over 1,000 additional reservations being confirmed each month. It also achieved a 55% success rate on text confirmations and allowed 35% of reservations to be handled over the phone, greatly improving efficiency and the customer experience.

Penske