Case Study: Gett achieves 90% CSAT with LivePerson

Rideshare Company Gett Uses Bots to Answer 50% of Customer Questions, Achieving 90% Csat

Gett, the Israeli-based rideshare company, was struggling to keep up with nearly 100,000 rider and driver support interactions each week as it scaled across the UK, Israel, and Russia. Manual ticket handling led to slow responses and customer satisfaction that hovered around 60% to 70%, prompting Gett to look for a better way to manage common issues like fare disputes, lost items, and app troubleshooting with LivePerson.

Gett partnered with LivePerson to add messaging, AI-powered chatbots, and intent analytics to its support operation. The solution helped bots resolve over 50% of all interactions, and one “lost and found” bot handled 90% of missing-item cases; as a result, CSAT rose to 90% for both customers and drivers, while specific ride-booking inquiries improved by nearly 10%.

Gett

Yonina Ben Shimon

Global Head of Customer Experience