With operations in 27 locations across the United States and Canada with a workforce of over 3,000 employees and a fleet of 2,250 buses, Coach USA transports more than 38 million passengers in North America per year.

Coach USA also owns and operates Megabus, which offers affordable, express bus services for intercity travel. Serving over 50 million travelers in more than 280 cities since 2006, Megabus made incredible strides to improve its customer experience with Netomi AI, earning America’s Best Customer Service 2024 Award by Newsweek.

CoachUSA’s traditional customer support channel of email is the hardest channel to automate due to lengthy conversations and requests with incomplete information; making it difficult for AI to understand the true customer intent.

With ticket volumes averaging 2500 per month, ranging from tracking information, payment issues & changing reservations, their customer support team needed an AI partner to address common concerns and let the support agents focus on handling complex queries that needed their intervention.

CoachUSA launched their first AI agent on email, Charlie. Powered by Netomi, Charlie fully resolves customers’ top ticketing, refunds, and baggage concerns. Netomi helps CoachUSA reduce support burden with full and assisted deflection. Charlie is deflecting 52% of all incoming email customer requests. With Netomi’s AI, CoachUSA decreased the resolution time to 4 seconds, from several hours earlier.

Following the success of the email AI support, CoachUSA plans to launch Netomi AI’s chat solution leveraging Sanctioned Generative AI generative capabilities to scale customer support.