Case Study: CarTrawler achieves faster complaint resolution with ServisBOT

Automating 20% Of Common Customer Complaints Using A Bot

CarTrawler, a leading B2B provider of car rental and mobility solutions for the global travel industry, wanted to reduce the manual effort involved in handling customer complaints, refund validation, and document requests across multiple brands and languages. The company needed a more convenient self-service experience for customers while freeing agents to focus on more complex issues.

ServisBOT provided a conversational AI complaints bot integrated with Salesforce to automate simple queries, pre-process refund cases by capturing relevant information and documents, and route supplier-specific issues appropriately. The result was 78% engagement among customers who clicked the bot, 20% of completed journeys fully automated, and 80% pre-processed before agent validation, helping CarTrawler speed up resolution and issue refunds more quickly.

CarTrawler

Kim Kavanagh

Head of Contact Operations