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Car subscriptionSourced

Case Study: Flexcar doubles resolution speed and contains 85% of inquiries with Assembled

Flexcar Case StudySourced & dated by Case Study Desk
Key facts · TL;DR
Company
Flexcar
Industry
Car subscription
Challenge
A 50-agent team handled every contact type manually across chat, email, and voice.
Headline result
2x faster resolution and 85% AI containment

Key results

2x
Faster resolution
Agent productivity with Copilot + WFM
85%
AI containment rate
30%
Of incoming volume handled by AI

The challenge

Flexcar, a car-subscription company, ran a 50-agent support team that handled every type of contact. The team wanted to raise resolution speed and offload routine inquiries without sacrificing SLAs.

The solution

Flexcar deployed Assembled's AI Agents and Agent Copilot on top of Zendesk, together with Workforce Management, to contain routine chat and email inquiries and assist live agents.

“It's not just about having agents handle contacts quicker — it's about orchestrating the entire operation.”

LO
Lesley Ong
Director of Infrastructure and Strategic Planning, Flexcar

The results, in context

Assembled reports Flexcar doubled resolution speed with Copilot and WFM, reached an 85% containment rate on AI-handled inquiries, and routed about 30% of incoming volume to AI agents.

Products used

Assembled AI AgentsAssembled Agent CopilotAssembled Workforce Management