Case Study: CoachUSA deflects over 50% of email tickets with Netomi AI

How Netomi Revolutionized Email Support to automatically deflect thousands of tickets every month

CoachUSA, a North American bus operator with a large fleet and high passenger volume, was overwhelmed by email support requests averaging 2,500 per month. Its team needed a way to handle common questions like tracking, payments, reservations, refunds, and baggage issues while freeing agents to focus on more complex cases.

Netomi implemented its AI email support solution, launching an AI agent named Charlie to automatically resolve and deflect customer tickets. The result was 52% ticket deflection and a reduction in resolution time to 40 seconds from several hours, helping CoachUSA significantly reduce support workload and improve response speed.

CoachUSA

Stephen Ryan

Customer Service Manager