Case Study: CarTrawler reduces chat handling time with EdgeTier AI-enabled agent assist

CarTrawler - Customer Case Study

CarTrawler, a B2B technology provider for the travel industry, faced significant challenges in scaling their customer care. Their existing system for handling emails and chats was inflexible, offered no automation, and lacked data visibility, making it difficult to support their global partners and customers efficiently while controlling costs. To address this, they partnered with vendor EdgeTier to implement its AI-enabled agent assist product, Arthur.

The EdgeTier solution used AI to analyze customer contacts in real-time, retrieving relevant information and suggesting responses to agents. This dramatically reduced handling times for chats by 25% and empowered CarTrawler to provide 24/7 support in 29 languages without expanding their team. The implementation provided the data visibility needed for informed decision-making and revolutionized the company's customer support delivery.

CarTrawler

James Waghorn

Director of Customer Contact