About the company
- Company name: eCabs
- Malta’s largest private transport organization
- Offers 24/7 mobility
- Large-scale cab service seeking to gain an edge in quality standards and customer service.
Business goals
When eCabs approached EBO it was with the goal in mind of transforming their cab booking service and trying to stay ahead of the competition in the market. eCabs was seeking to stay ahead of its customer service team by offering a simpler way for customers to book.
- Reducing telephone operations was important as the phone line was constantly busy booking cabs.
- 24/7 manual customer support was leading to staff overload and the goal was to lower working hours.
- The company wanted to reduce its rate of dropped or abandoned calls due to busy phonelines.
- Needed an AI booking system that would not take up a phone line or require an agent.
Solutions
eCabs wanted to change its customer journey and the goal was to build a platform that could improve automation at every level. EBO offered support by developing a bespoke Virtual Agent for eCabs that was integrated into the facebook page and through the website. Sam was created to make it easy to book a cab instantly online.
- Developed a Virtual Agent platform with AI learning called Sam that could handle online booking.
- Streamlined API so Sam could book cabs and dispatch.
- Set up FAQ scripts to reduce the need for customer service 24/7
Results
eCabs saw almost immediate results from the integration of Sam. The Virtual Agent was able to eliminate many of the hurdles in the booking process. Using the system, Sam was optimized for use over facebook which required less data and verification than other providers using an app.
- The AI system Sam, reduced the need for 24 hour customer service.
- Increased traffic from tourists arriving in Malta wanting to use the facebook service
- Sam can now handle a wider range of complex tasks and emulate human conversation.
Testimonial
MATTHEW BEZZINA, CEO, eCabs
“AI creates endless opportunities in customer experience optimisation. Our ongoing investment in technology is a strong differentiator within the mobility industry. This implementation lifts workload off our customer service centre, reduces the customer wait-time and provides a new touch-point with our clients. Booking a cab has never been easier, let alone more efficient.”
