Mint & Scotties Rentals - One AI Voice Agent Across Three Branches

Client Overview

Mint & Scotties Rentals hires cars from branches in Auckland, Christchurch and Queenstown. A lot of the people who ring a rental company are not at a desk: they are standing at an airport waiting for a shuttle, or pulled over on the side of the road with a car that has stopped. The phone has to work for them first.

The Challenge

Ela started on the Auckland line in mid-2026. Two problems showed up quickly. The first was scale: Christchurch and Queenstown needed the same help, but each branch has its own airport, its own hours and its own after-hours arrangements. The second was the inbox. At first every answered call emailed the team, and the plain information calls (opening hours, fuel policy, what documents to bring) were burying the ones that needed someone to act.

The Solution

Automate AI built Ela as one agent with one script, then set her up for each branch from a small block of branch settings. Each branch has its own local number and its own Ela, and all three report to one backend that works out which branch a call came in on.

1. One script, three branches

Everything Ela learned on the Auckland line carries across: how she handles caller ID, the order she takes an airport pickup in, and when to wrap a call up into a callback. Only the branch identity, the airport directions, the office hours and the after-hours arrangements change from branch to branch. Adding a branch means adding its settings, not writing a new agent.

2. Airport pickups asked the right way

Auckland has two terminals, so Ela asks whether the caller is at International or Domestic. Christchurch and Queenstown each have a single pickup point, so she does not ask. When a caller gives a flight number she records it, because that is what the team needs to send the shuttle.

3. Only the calls that need a person

After each call, the call is analysed and sorted. A question Ela answered completely, with nothing left for anyone to do, is not emailed. Accidents, theft, breakdowns, complaints, refunds and after-hours collections are always emailed, whatever else happened on the call, and so is any airport call with a flight number or an existing booking. When the analysis is unsure, the email goes. A spare email costs nothing; a missed shuttle leaves a customer at the terminal.

4. Emails the team can act on from the subject line

Each branch's summaries go to that branch's inbox, with the branch at the front of the subject. The subject itself says what the call was about and what to do, for example "Airport pickup, send shuttle" or "Booking change request, email customer". If a caller can only be reached by email or WhatsApp, the summary says so instead of telling the team to ring.

5. A call review dashboard

The team signs in with a one-time code sent to an approved email address and can see the last 30 days of Ela's calls across all three branches, with the transcript, the analysis and the recording for each one.

Three branches now share one agent that answers in the same consistent way, and each branch's inbox carries the calls it needs to act on rather than every call that was made.