Trevvel

Quick and efficient 

Approximately 1100 people per day contact Trevvel (part of BIOS-groep) - a transport company for groups like the elderly, school children and people with special needs in Rotterdam. Their call might involve a booking, a cancellation or a request for an update as to whether their taxi is on its way. 

To offer their customers great customer service, Trevvel would like to answer all their customers' questions as quickly and efficient as possible. However, this was becoming a challenge, with this many calls coming in each day. 

AssistYou's solution: Lisa - Trevvel's digital voice assistant 

Therefore, AssistYou built Trevvel's own personal voice assistant Lisa. Enabling the Trevvel customer care team to handle each call as efficient and quickly as possible, but never losing their personal, friendly touch. 

Lisa can make a booking, inform people about the estimated time of arrival of their taxi, but also let them know how many taxis they have booked in the last month or so. She can also cancel a booking when asked to do so. Lisa can identify the caller by recognizing the phone number, or by asking for a client number and date of birth.

Complex cases or when the customer prefers to talk to a human agent, Lisa can route the customer to the right employee.

Fact: Lisa handles approximately 1250 tasks per day, successfully (and more if needed). 

Benefits

- The introduction of Lisa has allowed Trevvel's customer care employees to dedicate more time to more challenging requests and/or issues

- The Trevvel CRM system can now be updated efficiently and seamlessly due to the data captured by Lisa

- The estimated time of arrival of a Trevvel taxi, as predicted by Lisa, is 100% correct to date 

- >90% of Trevvel callers find it easy to understand Lisa

- >80% of all callers are happy with Lisa