From a chatbot that only chatted to bookings confirmed by AI from the first hour

Guatemala Rent a Car is the largest national car rental company in the country. Before Bota it already had an AI chatbot on its website that handled conversation well: it answered questions and guided the customer. The problem began the moment the customer wanted to book.

There the chatbot stopped and an agent had to step in. The booking sat waiting for someone to pick it up, the reply was delayed and a share of those bookings was lost along the way.

Bota was integrated with Karve, the company's reservation system, and WhatsApp was switched on as the main channel, the most used in the region. From the first hour in operation Bota quoted with real availability and rates and confirmed bookings without the team stepping in.

WhatsApp also changes the relationship with the customer. They are identified by their phone number, so they can pause the conversation and pick it up later, something the web bot did not allow. And if that number already exists in Karve, Bota recognises the customer, personalises the conversation and does not ask for their details again: an automatic sign-in, convenient for the customer and for the company.

When a conversation needs a person, Bota hands it over with the full context and the agent works from the conversation itself: the details the customer has already given (dates, offices, category, driver) come pre-filled, and the agent quotes in real time against Karve, sends one or several quotes or closes the booking in a few seconds, without switching screens or typing anything again. The conversation is faster and more effective, the team saves time and money, and conversion improves in the cases that need a person too.

And the agent does not stay as it was on day one: it improves with use. The questions that come up in real conversations go into its knowledge base, and its answers and rules are reviewed against those same conversations. Week after week, Bota can answer things it used to have to escalate.

Eight out of ten sales conversations are handled by the AI with no team involved, and one in nine quotes ends in a confirmed booking, a third of them outside office hours. Bookings that used to wait for an agent are confirmed on the spot, and the team steps in only where needed, with the full conversation in view.