Every kind of call, handled the right way
Eight kinds of call, each with its own rule — handled on the call when the agent can verify it, and routed to a named person with a promise when it can't.
New Bookings & Quotes
Availability checked and prices quoted from your own system, then saved as a draft booking your team approves.
- Location, dates and times confirmed
- Availability from your live system
- Quote with every fee and deposit
- Draft booking with a reference sent by SMS
I land at Terminal 3 on Thursday — I need an SUV for four days.
A Hyundai Creta or similar is AED 189 a day, deposit included. Shall I hold it?
Changes & Extensions
Changes the agent can verify are handled on the call; anything it can't becomes a callback with a window and the reason.
- Caller identified from caller ID or reference
- Change checked against availability
- New price quoted before confirming
- Callback promised when it can't be verified
Can you extend my booking by two days? Just confirm it now.
That class is fully booked that weekend, so I won't promise it. A colleague will call you 9–10 am.
Cancellations
Identity confirmed before anything changes, with fees explained from your written policy — never improvised.
- Identity confirmed before any change
- Fee read from your cancellation policy
- One clear confirmation before acting
- Reference and summary sent afterwards
It's 2 a.m., I know — can someone call me about my deposit?
Of course. A colleague will call you between 9 and 10 tomorrow. Reference AV-9R2D.
Roadside & Emergencies
Breakdowns, accidents and safety calls are never deferred and never AI-only — a ticket first, then a warm transfer.
- Caller asked if they are safe
- Local emergency services advised when needed
- High-severity ticket raised before the transfer
- Warm transfer with a briefing, 24/7
My car's died on Sheikh Zayed Road. I'm on the hard shoulder.
Are you safe? I've raised an urgent ticket and I'm connecting you to roadside now.
Complaints
Captured in the caller's own words, never summarised away, and always followed up by a named person.
- Apology and acknowledgement first
- Complaint logged verbatim
- Owner and SLA assigned
- Callback time the caller heard
I waited ninety minutes at your branch today. With two kids.
I'm sorry. I've written that down word for word, and a manager will call you by 10 am.
Billing & Deposits
Deposit, refund and invoice questions answered from your data, or turned into a ticket with the booking linked.
- Booking found by reference or caller ID
- Status read from your system
- Payment links by SMS or WhatsApp — never card numbers by voice
- Ticket and callback when a person is needed
It's 2 a.m., I know — can someone call me about my deposit?
Of course. A colleague will call you between 9 and 10 tomorrow. Reference AV-9R2D.
General Questions
Hours, locations, documents and policies answered in English or Arabic from your approved knowledge base.
- Answers from your knowledge base only
- Opening hours per location and timezone
- Documents and requirements explained
- Resolved on the call, with nothing left to do
ما هي المستندات التي أحتاجها لاستئجار سيارة؟
رخصة القيادة وجواز السفر وبطاقة ائتمان. هل هناك شيء آخر؟
Corporate & Leasing
Corporate accounts, long-term leases and bulk enquiries qualified on the call and routed to your sales team.
- Company, volume and timeline captured
- Need qualified in a few questions
- Lead routed to the right sales owner
- Callback within your sales SLA
Two containers of tiles, Jebel Ali to Jeddah, next month.
Got it. The pricing desk will send your quote today — your reference is GS-4Q9T.
Hindi, Urdu and Malayalam are on our language roadmap. Read more
Start with the calls you lose tonight
Most pilots go live after hours only — bookings, changes and emergencies — then extend into office hours once the numbers are clear.