Travel
Rolling to Success: The Car Rental Experience goes Conversational
0
Increase in
conversion
0
increase in
Order Value (AOV)
0
of total digital reservations are generated by the bot
0
increase in
reservations in the second year
0
ROI by successful reservations
Navigating Travel Waves
Technological evolution has transformed the way businesses operate and interact with their customers. One of the world’s leading companies in the car rental sector faced the challenge of adapting to new market trends and needs to increase its sales. To achieve this, they decided to partner with Nativa Global, the expert company in conversational technology solutions for digital sales.
Drive Ahead: Adapting to Digital Travel Trends
Tech Drive: Redefining Customer Connections
Using conversational design techniques and user-centered innovation,
Nativa Global implemented an E2E comprehensive conversational experience that allows customers to clarify doubts, quote, and rent a car at the most convenient time for them. This solution includes proactive notifications for reservation confirmations and personalized promotions in asynchronous channels. An artificial agent was introduced, available 24/7, with natural language understanding, backed by advanced NLP and NLU, capable of understanding free question and answer formats from users. Also, a direct connection was established with the brand's internal systems for quotes, real-time reservations, and promotions tailored to each customer's archetype.
Artificial and human agents work in synergy to handle the main reasons for customer detractors and increase conversion. Likewise, online payment is accepted for a complete experience.
The conversational solution generates real-time and historical circular data to make timely decisions and fine-tune agilely.
Products used to deliver this conversational solution
Identity
Verification
Get to know your customer, secure your processes, and comply with official regulations.
Tech & Touch
Conversational AI
Automated, scalable,
and multichannel interactions with the precise human touch.
Conversational
Platform
Manage conversations intelligently, scalably, and personalized across all your channels.
Drive to Success Results!
Analytics show data such as most searched cars (type, brand, model), most popular locations, payment type, operational efficiency for human and artificial agents, effectiveness of proactive campaigns, non-sales closing reasons, customer feedback, and much more.
Additional results:
- 13% Increase in customer return
- 11% increase in CSAT vs previous year
Next steps
Marketing and loyalty campaigns highlighting the automated experience as a differentiator from competitors
Inclusion of physical and digital use cases from airports, planes, hotels, and more
Strengthening of use cases for post-sale needs such as additional services & incident reporting
Expansion to commercial services in addition to car rental for travel
