From copy-paste to instant clarity: how AI is transforming global communications at rentalcar

Context

100% digital rent-a-car: online booking and signing, mobile unlocking, and 24/7 pick-up/return (multi-provider).

Problem

Constant booking changes (time/date/model/pick-up point) due to flight delays created an avalanche of tickets that had to be manually re-rated and edited in a multi-provider PMS, causing errors and delays. In addition, ID/passport validation and deposit management — especially outside office hours — blocked deliveries. The result: peak-time queues, missed SLAs, immobilized vehicles, and surcharges not applied on time.

Solution

AI agents available 24/7 connected to the PMS re-rate and confirm changes, adjust deposits, validate IDs, and instantly send confirmations and pick-up/drop-off instructions; they correct addresses and reassign vehicles. They only escalate cases of damage, fraud, or complex incidents. The result: zero queues, SLAs met at peak hours, fleet rotation maintained, and surcharges applied instantly.