Europcar in Mexico, Costa Rica and Panamá, and Fox Rent A Car, Hire Amelia to Enhance Customer Experience

As its Virtual Agent, Amelia will eliminate abandoned calls and quickly resolve customer care issues.

Amelia, a trusted leader in Enterprise AI, today announced that Amelia has been hired as a Customer Care Virtual Agent by Europcar Mexico, the country’s leading car rental company. Europcar Mexico has a fleet of more than 10,000 vehicles and 104 points of sale across the region.

Europcar Mexico’s contact center is entirely managed by human agents. Customers spend an average of 4-7 minutes on the phone to make reservations and clarify invoices, reservations and warranties, and the company has a 12% call abandonment rate. To address these challenges, Europcar Mexico began searching for a Conversational AI solution, and was drawn to Amelia’s intent recognition and natural language processing capabilities. In collaboration with RockYourCloud, Europcar Mexico ultimately selected Amelia as its 24/7 Customer Care Virtual Agent. (Fox Rent A Car was acquired by Europcar in 2019).

By March 2023, Amelia will be accessible via chat on Europcar Mexico’s web page, and by April 2023 she will also provide voice-based support in the company’s contact center. Amelia will initially be responsible for all incoming requests related to invoice and warranty clarification. She will be available 24/7 to create and send invoices to customers, and provide explanations for returned funds. The company’s human agents will continue to oversee tasks related to booking reservations.

With Amelia’s help, the car rental company expects to decrease its call abandonment rate from 12% to zero. Europcar Mexico also anticipates that resolution time in its contact center will decrease from 4-7 minutes to 1 minute, leading to more positive customer experiences.

In the near future, Europcar Mexico will develop and deploy additional Amelia use cases, such as reservation management through voice and chat, and FAQ management. As Amelia becomes more established at the organization, digital agents will be added to all other processes that can be automated to improve customer experience and provide operational savings. Europcar Mexico also intends on leveraging Amelia’s avatar for customer service roles.

Javier Ruiz, CTO of Europcar, said: “As the leading car rental company in Mexico, our commitment to delivering high quality service is embedded into every customer touchpoint — from booking to payment. In Amelia, we found a solution that enables us to scale our customer service operation and deliver faster resolutions, leading to better customer experiences and stronger brand loyalty. We look forward to witnessing Amelia’s impact at Europcar Mexico and expanding her responsibilities across our organization.”

Chetan Dube, CEO of Amelia, said: “People are travelling again. Travel and leisure companies are under immense pressure to meet this increasing demand with high-quality experiences and efficient customer service. By hiring Amelia to reimagine its customer experience, Europcar Mexico further solidifies its position as an industry leader, ready to innovate for its customers’ benefit. We are thrilled to collaborate with Europcar Mexico on its digital transformation journey.”