AVIS deploys Nativa-built reservation bots on LivePerson to automate car rental bookings
AVISLivePerson Conversational Cloud
AVIS partnered with Nativa, which used LivePerson's conversational technology to build reservation bots that complete the car rental process in real time without human assistance, including quotes, confirmations, modifications and payments, via WhatsApp and Web Messaging. Through ongoing optimization from October 2021, bot understanding (Intent Match Rate) reached 88.3%, containment rate reached 69.9% (up from 8.4%), and average monthly customer satisfaction reached 91.4% in 2025.
Overview
AVIS partnered with Nativa, which used LivePerson's conversational technology to build reservation bots that complete the car rental process in real time without human assistance, including quotes, confirmations, modifications and payments, via WhatsApp and Web Messaging. Through ongoing optimization from October 2021, bot understanding (Intent Match Rate) reached 88.3%, containment rate reached 69.9% (up from 8.4%), and average monthly customer satisfaction reached 91.4% in 2025.
The challenge
AVIS sought to innovate within the car rental market to meet growing customer expectations for faster services accessible instantly, regardless of location.
The solution
AVIS partnered with Nativa, which used LivePerson's conversational technology to design and implement reservation bots that complete the car rental process in real time without human assistance — providing quotes, confirmations, modifications and payments — via WhatsApp and Web Messaging. Nativa customized the bot's Natural Language Understanding (NLU) and Natural Language Processing (NLP) capabilities so it can automatically detect customer intents by processing information about cities, airports and available branches, and integrated it with AVIS's databases for real-time transactional capabilities.
Reported business value
Through Nativa's continuous optimization from October 2021 to February 2022 and beyond, bot understanding (Intent Match Rate) rose from 50-60% to a current 88.3%. Containment rate rose from 8.4% to 31.5% and now reaches 69.9%. Average monthly customer satisfaction (CSAT) grew from 82.5% in 2022 to 91.1% in 2024 and 91.4% in 2025.
Sources
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