Customer Journey
The rental lifecycle, run by an agent
Every stage from booking to loyalty, with WhatsApp as the primary conversational channel. The Customer Journey Agent decides what to say, when to say it, and when a human should take over.
Rental In-Life
WhatsApp is the primary channel — extend, assist, resolve, upsell in conversation.
Customers write naturally — "Can I extend the car until Monday?", "Can I return it at the airport instead?" — and the agent answers from uploaded policies plus live rental context. It also reaches out first when extension probability is high.
137 high-extension-probability rentals not contacted
These rentals return within 72 hours, sit above 0.7 extension propensity, and the vehicles have no follow-on booking — every non-extension becomes an idle day.
Next best action
Launch the in-life extension campaign on WhatsApp with a bundled 2-day rate.
Affected
137 active rentals
Expected impact
AED 74,000 revenue · +1.8 pts utilisation
Agent
Customer Journey Agent
Stage signals
- Rentals on road
- 1,642
- Active conversations
- 486
- High extension probability
- 137
- Extensions agreed in chat
- 62
- Open issues
- 23
- AI resolution rate
- 78%
- Extensions keyed by staff (shift reply)
- 54 of 62
- Extension revenue at risk
- AED 9,400
Open rentals on the uploaded bookings file
Live AutoLead WhatsApp threads
Scored from uploaded rental history and return dates
Customer said yes inside an AutoLead thread
Raised by customers inside AutoLead conversations
Threads closed without human handover
Confirmed by the branch on the shift checklist
Agreed extensions not yet confirmed as keyed — assumes standard daily rate
A rental system link would let the agent apply extensions directly instead of handing them to staff.
Agent output at this stage
- Next Best Action
- Extension Probability
- Upgrade Propensity
- Churn Risk
- Customer Sentiment
- CLV
- Human Escalations