Commercial vehicles: specialised requests resolved by the AI, with Karve behind it

Fullcargo is a commercial vehicle rental company in the Canary Islands. Its customer does not ask for "a car": they ask for a refrigerated vehicle for a delivery, a large van for a removal or a vehicle with specific load, licence or equipment requirements, often with date changes and special conditions.

Every request required someone on the team to understand the case, check the fleet and reply, and a share of them arrived outside service hours. A generic chatbot could not take on requests like these.

Bota was integrated with Karve, the company's reservation system, and switched on for WhatsApp and the website. It knows the fleet and its specifications and, on top of that, it is trained in the car rental industry: it knows how a rental works, what gets asked and what is checked before booking, and does not need to be taught from scratch like a custom-built bot. So it interprets a specialised commercial vehicle request, proposes the right one with real availability and price, and handles date and condition changes within the same conversation.

Customers registered in Karve are identified by their phone number: Bota recognises them, retrieves their details, treats them personally and does not ask again for what it already knows. Questions about ongoing rentals are routed to the company's support channel.

And when Bota escalates, the Fullcargo team barely notices. It receives far fewer requests than before and is only alerted when a person is really needed, through a notification system that respects its working hours. It handles the chat or the call from Bota with the request already understood, shortcuts for the usual replies and direct quotes against Karve from the conversation itself, with carefully designed usability: a few seconds per request.

Almost three out of four sales conversations are handled by the AI with no team involved, including specialised vehicle requests that used to always need a person, and one in ten quotes ends in a confirmed booking. A third of conversations arrive outside office hours. The team focuses on the requests that need its judgement.

For the team, the change is less noise: far fewer requests, alerts only when its judgement is needed and every request handled from Bota in seconds, with direct quotes against Karve.