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Turo - AI Chatbot

Guests got stuck before ever reaching search. Basic questions like "How does Turo work?" were the fifth-highest driver of support contacts, representing 4% of all inbound volume, and the existing chatbot couldn't answer them.

Years

2024-2025

Role

Director of Product Design

Scope

Team leadership, Design strategy, AI strategy, Prototyping

Challenge

Guests needed help much before getting to search often getting stuck at the top of funnel before booking with questions like "How does Turo work?"- a leading contact driver representing 4% of all contacts (5th highest).

Team: I led a team of 1 lead designer based in UK, 1 PM partner, 3 engineers, 1 data analyst, and 1 UX researcher.

Solution

  • AI-assisted chatbot
    By leveraging a large language model trained on Turo's help content, Otto could answer nuanced guest questions conversationally, reducing reliance on human support.

  • Help content in context
    Otto was accessible across the booking funnel, meeting guests where questions naturally arise rather than routing them to a separate help center.

  • Trust and transparency
    Guests could ask freeform questions or browse structured topics, giving both first-timers and returning guests a path to answers that felt natural.

Business impact

  • 95% helpfulness score

  • XX% contact reduction (reach out for details)


Contact me for full case study.