CCMA Members Forum – CarTrawler & Edgetier – Using AI to deliver seamless customer experiences and drive commercial results

Date: 19/02/2020

Venue: Dundrum Business Park, Unit 1 – 4 Classon House, Dundrum Road, Dublin 14, D14 R7V2​

CarTrawler is the world’s leading B2B technology provider of car hire and mobility services to the travel industry. Providing support to its business partners and their clients via live chat in multiple languages, 24/7 and across multiple time zones while also providing a great customer experience was a challenge and expensive.

Winners of the award for Best Use of Technology – Tactical Project at the 2019 CCMA Awards, at this CCMA members forum CarTrawler with their partner Edgetier developed ‘Arthur-ficial’ a homegrown, cost effective solution that allows agents to support clients in other languages using real time translation and AI-enabled query prioritisation and routing. This solution has delivered real measurable efficiency, quality and financial benefits while adding capability to the CarTrawler core offering.  This has directly addressed resourcing challenges and supports non-native speaking agents.

Providing agents with the right tools and information in real-time is key.   CarTrawler faced the challenge of developing a new system to manage multi-lingual webchat which would support agents across their sites, provide detailed reporting and evolve with the business. 

At this members forum CarTrawler and Edgetier will share how using AI enabled them to deliver seamless customer experiences and drive commercial results. 

Timings for this breakfast briefing event are 8.30 to 10.30 a.m. 

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