From the office WhatsApp to one agent serving each customer in their own language

Autos Valls is a tourist car rental company in Menorca with an airport office and several branches, and a highly seasonal operation: in high season it runs at full capacity and in low season there are hardly any tourists on the island or cars on the road. WhatsApps were answered from the office phone, between customers at the counter and the calls, with no overall view of the channel.

With such a tourist profile, customers also write in whatever language they speak, and serving them all well, at any hour and in the middle of the season, asked a lot of a team that has to grow and shrink every year.

Bota unified omnichannel management: calls and WhatsApps land in Bota, in a single inbox for the whole team, and not only sales: questions and support requests too. Bota quotes and books in the customer's language with real availability and rates from its reservation system, confirms bookings automatically when there is enough lead time and, when a person is needed, the alert arrives with the summary, the full conversation and a reply already drafted.

Language stops being a problem for the team as well: the customer's conversation is translated in real time and what the agent writes is translated into the customer's language. And Bota's back office gives the team tools to coordinate: create teams, assign and escalate conversations, step in when needed and measure process quality, response times and use of resources, conversation by conversation. That is how Autos Valls sizes the team to the season without service suffering.

Eight out of ten sales conversations are handled by the AI with no team involved, almost half of all conversations arrive outside office hours and the same agent has already served in twelve languages. Autos Valls also has service metrics: what gets asked, how long replies take and which conversations needed a person, and uses that data to organise the team around the season.

At seasonal peaks, Bota has handled up to twelve sales conversations started within the same hour and close to thirty in a day, each in the customer's own language.