Case Study: Megabus.com achieves faster email responses and doubles email contacts with Netomi

Megabus drives its customer experience forward with AI

Megabus.com, the intercity bus service operating in the United States and Canada, faced a sudden surge of customer contacts when the COVID-19 pandemic forced travelers to cancel, reschedule, and request refunds. Tens of thousands of confused customers created “ghost contacts” across channels, creating a massive backlog and burying the support team. To respond quickly, Megabus.com chose Netomi and deployed the Netomi AI-powered email bot, Chuck, to handle high-volume, first-level inquiries.

Netomi trained and launched Chuck in weeks to answer reservation changes, cancellations and refunds, lost baggage questions, and other common issues, reducing repetitive work for agents. The implementation doubled email contacts (2X), cut email response time down from three business days, drove contacts per customer lower, and delivered coverage rates approaching 80%, all while freeing agents to focus on complex cases. Netomi’s solution also enabled a fast time-to-launch with minimal internal effort and set the stage for multilingual and channel expansions.

Megabus.com

Latisha Bray

Head of Customer Support