Case Study: eCabs achieves faster cab bookings and lower support workload with EBO.ai

Developing a game-changing Virtual Agent for eCabs

eCabs, Malta's largest private transport organization, faced challenges in a competitive market, including a high dependency on 24/7 manual customer support which led to staff overload, increased abandoned calls, and long customer wait times. They partnered with the vendor EBO.ai to develop an advanced AI solution to automate these repetitive processes and improve the customer experience.

EBO.ai implemented a bespoke Virtual Agent named Sam, integrated into eCabs' Facebook Messenger. This solution allowed customers to book cabs conversationally, automating 74% of all customer requests. The results included handling over 900 conversations per month with a 98% recognition rate, significantly reducing wait times and operational costs while providing valuable customer intelligence.

eCabs

Matthew Bezzina

Chief Executive Officer