The AI agent ILAI takes over the return processes independently - around the clock, with no waiting time.
Thanks to guided dialogue and system integration, the return process is much more efficient.
Automation reduces the operating costs per recall to less than one euro.
Mobility / Car sharing
Carl and Carla
ILAI (Impact Labs AI Agent), modular AI stack, real-time language processing, system APIs
©carlundcarla.de
With over 1,000 vehicles in more than 40 cities, Carl und Carla is one of the leading providers of flexible van hire in Germany. However, this success brought with it new challenges in customer service: the volume of calls increased dramatically, especially at weekends and outside business hours, with up to 200 calls per day. Most of the enquiries were recurring: return modalities, vehicle utilisation or general questions.
The service team was permanently stretched to the limit, 24/7 availability was not feasible, waiting times were increasing and so were operating costs. A solution was needed to scale the service without losing quality.
©carlundcarla.de
Together with Impact Labs, Carl and Carla developed the AI language assistant ILAI. Eing a fully integrated, cloud-based voice agent on the basis of Microsoft Azure. The aim was to automate the return process, one of the most frequent and time-critical use cases.
ILAI recognises callers by phone number or number plate, retrieves location-based vehicle data (e.g. GPS position, fuel level) and guides you through the return process using natural language dialogue. On completion, ILAI can even lock the vehicle remotely - all without human intervention.
„Thanks to the AI-based call centre agent, our customers can now return their vehicles in just a few minutes and without any waiting time. This is a huge relief for our team, as routine enquiries are processed automatically and reliably. We were particularly impressed by the seamless integration into our processes: Around 90% of returns are processed completely automatically - this saves time and ensures satisfied customers.“
Gregor Wendt
CTO at Carl and Carla
©carlundcarla.de
The rollout of ILAI was a game changer: within six weeks, around 90% of all return processes were fully automated. The average call duration was halved and the cost per call was reduced to less than one euro.
Customer service is now available 24/7 - multilingual, efficient and without overload. The team can concentrate on more complex issues, while routine enquiries are handled reliably by ILAI.
Use AI-supported voice assistance with ILAI and control customer processes automatically.
Using data analytics to analyse customer behaviour and improve services based on data.
Deploy scalable systems responsibly in your company with secure AI solutions in Azure.
With ILAI, Carl and Carla have rethought customer service - scalable, integrated and available at any time. A strong partnership with Microsoft Azure and Impact Labs makes it possible.