One channel for retail customers and another for corporate, each with its own rate

Amerirent has a healthy, diversified business. Besides the tourism that comes to the Dominican Republic, it holds agreements with large accounts in the country, companies that send it customers with negotiated terms.

Each customer type requires different treatment: catalogue, rate, coverage and process. Serving them all with the same team, by phone and WhatsApp, meant identifying by hand who each one was and explaining, case by case, requirements that change from one company to another.

Two channels were set up. Retail customers come in through one WhatsApp number and the website chat and see the public catalogue. Corporate customers come in through another number and another chat: an initial question identifies which company they belong to and, from there, Bota applies the agreement negotiated with it, the categories it allows and its coverage rules, with the rates exactly as they are in Wheelsys, the reservation system. Before confirming, it explains the pickup requirements. Each customer type has its own service setup, catalogue, rates, coverage and messages, which Amerirent can adjust in real time, with no development and no waiting.

The phone is handled centrally. Bota answers the call, understands the request and offers the customer to continue on WhatsApp, a cheaper channel where the process is in writing: vehicle carousel, details and confirmation. And if the customer prefers to talk, it handles the call by voice in real time, with latency low enough for the conversation to feel natural. Several channels, one agent, the same rules and a single history per customer.

On the corporate channel, 16% of conversations that reached a quote ended in a confirmed booking and two out of three were handled by the AI with no team involved, with requirements and coverage explained without the team stepping in. On the retail channel, 73% of sales conversations were resolved without the team. A third of conversations arrive outside office hours, in five languages, and the ones that do need a person arrive with the context already on screen.

At peak demand, Bota has handled up to twenty sales conversations started within the same hour and close to forty in a day, all at once and under the same rules.