“With Permut we've scaled our renting operations while keeping every interaction smooth, fast, and genuinely human. It feels like an extension of our team, always on and perfectly aligned with how we want to treat our customers.”

Pepe T., CEO & Co-Founder, Mundimoto

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The challenge

As Mundimoto scaled its operations, the volume of customer interactions across renting and sales grew rapidly.

The support team faced several operational challenges:

• High volume of repetitive questions across multiple channels
• Response times that did not match expectations of a fully digital platform
• Lack of a systematic way to capture customer feedback and reviews
• Limited visibility into the root causes of customer dissatisfaction

Mundimoto needed a way to absorb operational workload while also generating structured insight about the customer experience.

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The solution

Mundimoto deployed Permut’s conversational AI agents across channels, operating on two fronts simultaneously.

First, the AI agent manages customer inquiries related to renting and motorcycle sales. The agent understands customer intent, resolves routine questions autonomously and escalates complex cases to the support team with full conversation context.

Second, the AI agent engages customers after their experience with Mundimoto. Satisfied customers are automatically invited to leave a public review, while others provide feedback that feeds directly into operational insights.

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The agents are able to:

• Handle customer inquiries across renting and motorcycle sales
• Resolve 43% of conversations autonomously
• Escalate complex issues with full conversation history
• Identify satisfied customers and redirect them to public reviews
• Capture NPS and qualitative feedback automatically
• Generate insights on operational issues and improvement opportunities

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The impact

Permut is helping Mundimoto scale its operations without increasing support headcount.

The AI agent handles thousand of interactions, resolving 43% of conversations without human intervention.

At the same time, the automated NPS campaign achieves a 41% response rate and captures more than 2,400 insights about the customer experience.

By combining operational automation with continuous feedback collection, Mundimoto not only improved support efficiency but also strengthened its online reputation.

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Looking ahead

What started as support automation is evolving into a broader conversational layer across Mundimoto’s customer lifecycle.

By combining operational automation with real-time feedback and reputation management, Permut helps the company scale customer interactions while continuously improving the customer experience.