Case Study: United Rentals achieves 76% routing accuracy with Talkdesk AI-powered CX platform

United Rentals boosts routing accuracy to 76% with Talkdesk

United Rentals, a major North American equipment rental company, faced the challenge of modernizing its customer experience infrastructure across its 1,400+ locations. To remove friction from the customer journey and drive revenue growth, the company partnered with vendor Talkdesk to implement an AI-powered platform, including solutions like Talkdesk Navigator™ and Talkdesk Quality Management™.

By leveraging Talkdesk's AI-powered tools and Customer Experience Automation (CXA), United Rentals achieved a 76% intelligent routing accuracy, streamlined agent workflows, and enabled end-to-end evaluation of every customer interaction. The solution from Talkdesk improved service quality and operational efficiency system-wide, reducing agent training time and maintaining high customer satisfaction scores throughout the transformation.

United Rentals