Zeplan
How a Multilingual Voice AI Agent Boosted VTC Bookings by 68%
A leading VTC company integrated Impleko’s Multilingual Voice AI Agent directly into their booking system to automate ride scheduling and deliver a premium bilingual customer experience without expanding their support team.
+85%
LAST-MINUTE BOOKINGS
+68%
FASTER BOOKING HANDLING TIME
+48%
MONTHLY COMPLETED RIDES
This client is a fast-growing VTC transportation service specializing in airport transfers, hotel pickups, business travel, and premium city rides. With customers from across Europe and frequent international travelers, the company needed reliable bilingual support to manage thousands of monthly bookings.
2023
Automotive
Tackling High Call Volume and Customer Expectations
As demand grew, especially during airport rush hours and late-night periods, the company’s booking team struggled with:
- Long call wait times are causing customers to drop off.
- Frequent booking errors (pickup address, luggage details, time confusion).
- High cost of hiring bilingual staff to cover both English and French requests.
- Missed last-minute bookings due to limited after-hours availability.
- Manual processing of modifications like rescheduling, cancellations, or adding luggage.
Scaling human agents wasn’t feasible, and manual workflows created inconsistent customer experiences. To validate the need for automation, leadership reviewed booking behavior and identified key gaps:
- Passengers needed faster confirmations and clearer instructions.
- Agents needed accurate context, especially during airport pickups.
- The team lacked real-time insights, especially during peak travel hours.
The opportunity was clear to automate the booking and modification workflow intelligently without losing the personal and conversational tone riders expect.
A Multilingual AI Voice Agent Integrated
To solve these challenges, the VTC company partnered with Impleko AI to deploy a bilingual Voice AI Agent that operates within their booking and CRM system, with no external tools or complex setup required. The Voice Agent now handles:
- Answering inbound booking calls in natural English or French
- Auto-detecting caller language
- Capturing complete ride details, including passenger name, pickup/drop-off locations, date & time
- Checking real-time driver availability
- Rescheduling or canceling existing rides
- Sending SMS/WhatsApp confirmations
- Logging all details directly into the CRM system
Setting up the Voice Agent took less than 1 minute. The team simply entered service details, selected tone and language preferences, and deployed the agent instantly. With the voice agent managing first-touch interactions, the support team now focuses on VIP customers and urgent escalations.
Impleko’s Voice AI Agent Elevated the Booking Experience
The multilingual Voice AI Agent has significantly improved how passengers book rides and how efficiently the VTC service operates.
- The improved experience resulted in a 68% reduction in booking time, as the AI captures details with perfect clarity.
- The company recorded 140% more late-night and last-minute bookings
- Most importantly, monthly completed rides increased by 32% with fewer booking errors and faster confirmations
These results show how passengers responded positively to the natural tone and consistently accurate conversations, leading them to book more frequently and rely on the service during odd hours