AGENTIC SYSTEMS
Black Car Service Automates 90% of Bookings
A leading black car service responsible for serving executives and VIPs in 40+ countries recently partnered with Antematter to address bottlenecks in the booking process using an agentic solution.
Our Client
Our client operates in the upper echelons of the transportation and logistics industry. Having served over 60% of Fortune 100 companies, our client enjoys a reputation in the market for providing efficient, high quality black car services in major metropolitan hubs globally.
With 350+ service areas spread across the financial hubs of 40+ countries spanning North and South America, Europe, Africa, the Middle East, Asia, and Australia, our client employs over 7,000 chauffeurs whilst generating over $50 million in annual revenue.
With increased demand, our client discovered major bottlenecks that reduced service delivery time. These issues had to be addressed immediately to prevent loss of efficiency with scale.
Core Challenges
The client’s growth trajectory faced two key operational constraints:
Processing Delays
The service booking procedure involved a significant amount of manual work - most notably interpreting unstructured customer emails and generating bookings on the underlying platform.
Incomplete Information
Customer bookings experienced delays due to incorrect or incomplete information not being noticed at the relevant stages of the booking process.
Resource Misallocation
Human intervention in repetitive tasks resulted in shortage of personnel bandwidth in addressing special-needs clients.
Solution Overview
Antematter developed a multi-agentic email response system with platform integrations to streamline the end-to-end booking process.
The system is composed of the following agents:
Intent Classifier
Determines whether the email received is a booking request or not.
Initial Request Classifier
Determines if the received booking request is appropriate for the system to handle at all, or if it requires human intervention.
Information Extractor
Analyzes received emails to extract relevant data in the necessary format for further processing.
Special Request Overseer
Determines if the relevant booking includes special requests that add non-trivial complexity to the process, and assesses if these can be handled by the system itself or require human involvement.
Email Handler
Capable of sending and replying to emails to probe for information, confirm booking request state and status, and contact a dedicated team for requests that require human involvement.
In addition, the system heavily utilizes our client’s custom platform for data validation and booking setup and registration.
Solution Description
Our solution integrates seamlessly in their existing end-to-end workflow whilst maintaining their quality and data privacy requirements. In addition, our client stressed the need for a lean, code-minimal system.
The email automation system leveraged n8n for the overall design. It utilized the latest OpenAI models (via OpenRouter) across the board due to performance. Utilizing our client’s platform involved the use of private APIs.
Operational Impact
The delivered solution yielded the following immediate outcomes:
Labor Reduction
Automated email analysis and information extraction resulted in saving 15+ man-hours per week.
Error Reduction
Automated information extraction and on-time flagging resulted in reducing the initial booking error rate by 92%.
Rapid Response Times
Automating email response generation resulted in reducing initial email response times from 1.5+ hours to <10mins.
Automated Booking
Allowing the email system to generate bookings on the underlying platform automatically given sufficient information resulted in further time savings of 10+ man-hours per week.
Strategic Outcomes
Our client was able to successfully increase the net efficiency of their service and not only maintain but improve initial delivery metrics. The resultant time savings afforded our client’s staff time to allocate to larger operational concerns and providing personalized services to high-value clients.
The solution delivered through Antematter’s engineering effort positioned our client to mitigate major logistics bottlenecks that emerge during global expansion.
