About us
Car Benefit Solutions (CBS) is a leading provider of employee car benefits in the automotive industry, working with dealer and retailer groups and OEM manufacturers to deliver a valued benefit. From solution design to launch and beyond, we take pride in putting our customers at the heart of everything we do.
The Challenge
With a commitment to continuous improvement, CBS was looking for a way to handle helpdesk enquiries more efficiently. The customer experience team was spending a significant amount of time answering the same questions repeatedly. While CBS prides itself on delivering excellent customer service, handling large volumes of routine enquiries was putting pressure on the helpdesk team and limiting the time available for more complex customer needs.
The team wanted to explore how AI could help reduce this workload while maintaining the high standard of service their customers expect.
Our Approach
After connecting with String Systems through LinkedIn, CBS began exploring how AI could be used within their customer experience operation.
String worked closely with the team to identify suitable use cases and, importantly, help employees understand what AI is, what it isn’t, and how it could support their day-to-day work. Through a series of workshops and engagement sessions, operational teams gained confidence in the technology and how it could be applied responsibly.
The result was the implementation of an AI-powered customer service agent integrated with the online chat experience. The agent was designed to respond to common customer enquiries and gather relevant information before escalating conversations to a member of the team when required. This ensured customers could receive immediate support while providing agents with additional context whenever a conversation needed to be handed over.
The Results
The impact was felt quickly across the customer service team.
The AI agent is now handling around 50% of all customer queries, significantly reducing the volume of routine enquiries being passed to helpdesk staff.
By automating common questions and collecting additional information before escalation, the solution has given the team more time to focus on complex customer interactions where human expertise adds the greatest value.
The project has also demonstrated how AI can be introduced in a practical and accessible way, helping employees see the benefits of the technology while supporting, rather than replacing, their role.
A Collaborative Partnership
For Car Benefit Solutions, the AI agent represents more than just a customer experience tool. It’s an example of how emerging technologies can be used to improve efficiency, provide faster responses to enquiries and support teams with their day-to-day tasks. Working collaboratively throughout the project, String Systems helped CBS explore new possibilities for AI adoption, while ensuring the solution delivered tangible operational benefits from day one.