Case Study: United Rentals achieves AI-driven customer experience excellence with Talkdesk

United Rentals advances customer experience leadership with strategic AI platform partnership

United Rentals, one of North America’s largest equipment rental providers with more than 1,400 locations, set out to modernize its customer experience across 24/7 emergency support, branch overflows and digital channels. The company needed a secure, scalable platform that would integrate with existing systems (including Salesforce), improve routing precision at scale, eliminate friction in the customer journey, and support consistent service across internal teams and offshore BPOs.

In partnership with Talkdesk, United Rentals deployed Talkdesk CX Cloud, Interaction & Quality Analytics, Workforce Management, Navigator intelligent routing, AI-powered Quality Management/Copilot and Salesforce integration. The transformation delivered 100% call recording with AI quality analysis, 76% routing accuracy (with a roadmap to 80%), a 50% reduction in agent training time, improved system reliability and faster resolutions—freeing supervisors for coaching and ensuring consistent, higher-quality customer interactions.

United Rentals

Andrea Brugger

VP of Salesforce Effectiveness