Case Studies
Smart reservation bots: How AVIS transformed car rental automation
Today’s world increasingly demands faster services, especially those that can be accessed instantly, regardless of location. Vehicle rental companies have embraced this shift, as exemplified by AVIS’s advanced reservation bots in this car rental automation case study.
AVIS, one of the leading global car rental companies, sought to innovate within the market to meet customer expectations. To achieve this, they partnered with Nativa, who leveraged LivePerson’s conversational technology to design and implement a comprehensive enhancement of their operations. The solution? Integrating artificial intelligence into their website to streamline and simplify the car rental process through reservation bots unlike any other in the industry.
An independent and successful reservation bot
Nativa’s strategic implementation using LivePerson’s technology elevated AVIS’s car rental business and customer satisfaction to a new level. Nativa designed and customized the bot to align with AVIS’s actual operational flows, enabling it to complete the rental process in real time without human assistance. It can provide costs/quotes, confirm, modify, and even manage payments either in person or online. Additionally, through Nativa’s customization of Natural Language Understanding (NLU) and Natural Language Processing (NLP) capabilities, the AVIS bot can automatically detect customer intents by processing information about cities, airports, and available branches.
Nativa’s customized reservation bots stand out in the industry, as no other solution offers similar features: real-time transactional capabilities integrated with AVIS’s databases; comprehension of complex phrases and automatic data extraction (NLU and NLP); a complete end-to-end reservation process; and strategic multichannel exposure via WhatsApp or Web Messaging, all tailored to customer preferences and AVIS’s specific business flows.
Proven performance metrics delivered by Nativa’s optimization
91.4%
average monthly CSAT
69.9%
bot containment
88.3%
bot understanding
- Intent Match Rate – Through Nativa’s continuous optimization of the solution from October 2021 through February 2022, the bot’s understanding increased 50% to 60%, and through ongoing refinement is currently at 88.3%.
- Containment Rate – Nativa’s design and implementation of automated quotes and rental reservations drove containment rates from 8.4% to 31.5%, currently achieving 69.9% containment.
- Customer Satisfaction – Through Nativa’s optimization, average monthly CSAT has consistently grown from 82.5% in 2022 to 91.1% in 2024, and 91.4% in 2025, demonstrating sustained operational savings and improved customer experience.
The future of business: Adaptability
AVIS embraced the challenge of adapting their customer experience in a market where nearly 50% of organizations already use chatbots for customer service, and 40% plan to implement virtual assistants in the coming years, positioning themselves as pioneers in their sector.
The technological solutions designed and implemented by Nativa using LivePerson’s platform, working with prominent players like AVIS, ensure growth and progress toward the future through measurable business impact and operational efficiencies.
This joint effort demonstrates the commitment to enhancing customer experiences and strengthening business capabilities for organizations seeking to improve communication and relationships in a product or service acquisition—ultimately delivering better understanding and functionality for today’s business realities.
Nativa’s ongoing optimization work continues to drive measurable improvements in conversion rates, operational savings, and customer satisfaction metrics, consistently surpassing previous performance benchmarks through strategic solution customization.