Case Study: Avis Budget Group achieves 30% self-service handling and 24/7 faster responses with Genesys DX

Driving efficiency with natural language processing

Avis Budget Group, a global leader in car rental, was struggling with rising customer contacts and slow response rates at its Budapest Service Center — which handled 1.7 million emails and calls in 2019 with 278 agents. The COVID‑19 pandemic and growing web traffic increased simple, repetitive queries (invoices, station locations, post‑rental fees), creating a need for 24/7 coverage and to free agents to focus on complex issues.

Avis implemented Genesys DX’s NLP chatbot across its English sites to automate FAQs, track the voice of the customer, and escalate only the queries that require human help. Self‑service now handles 30% of inquiries, delivering faster, cost‑effective 24/7 responses, improving efficiency across 10 websites and five regions, and paving the way to roll out support in Italian, German, Spanish and French.

Avis Budget Group

Edoardo Peniche

Vice President Budapest Service Center