Brand
The Brazilian rental car company adopted Meta Business Agent Platform on WhatsApp to bring fast, scaled, personalized service to life across the entire car rental experience, from finding a location to confirming a reservation.
“When Meta brought us this vision of an AI agent on WhatsApp, we knew it was going to push the boundaries of what conversational commerce can be. Connecting our reservation, pricing, payment and biometric systems helped bring it all together. The agent managed booking, customer history and payments, all with the nuance of a real attendant.”
Gustavo Moscatelli
CEO, Movida
Their Goal
Improving customer service on WhatsApp
Movida is a large car rental company with more than 400 locations in Brazil and Portugal. The company already used WhatsApp for bookings, but its previous automated approach took 30-60 seconds for each response, and returning customers, who made up roughly 60% of visitors, had to re-enter all their details each time. Movida wanted to bring the same high-quality customer service of its physical stores to life online.
Their Solution
Start-to-finish booking, without leaving WhatsApp
Movida adopted Meta Business Agent Platform on WhatsApp to handle the complete rental process in a single conversation. Business Agent responded to each customer question in under 15 seconds, and guided new customers through city and store selection, dates, vehicle options with daily rates, protection plans, extras and personal details, all using natural conversation.
For returning customers, the experience was different. A login system confirmed their identity and pulled up their full profile, which included their preferred store, usual vehicle type, most-selected protection plan and more. A returning customer could complete a new booking in as few as three messages, skipping repetitive steps entirely.
Business Agent connected directly to Movida’s systems for pricing and availability to ensure all information was up-to-date. It also handled payment inside the conversation via either a saved card or PIX, a popular instant payment system in Brazil. Each method kept the customer in the conversation until checkout was complete, with the option to pay at a store if needed. Card carousels showed vehicle options with images and daily rates side by side, while quick-reply buttons let customers make selections with a single tap rather than typing. The result was a booking experience that felt natural and fast—closer to chatting with a helpful store associate than navigating a website.
Their Results
Strong conversions, high efficiency
During a one-month test period, Movida reported strong conversion rates and noted the efficiency of managing customer conversations through Business Agent:
- 54% increase in conversion rate compared to Movida’s historical best-ever rate (14.9% vs. 9.7%) during week four of the test, attributed to Business Agent*
- 85% of customer conversations were resolved entirely by Business Agent, without the need for team assistance*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
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