Voice AI Bot for Equipment Rental Nadarzyn
How an AI phone assistant helps customers choose equipment, check rental prices and submit rental orders
For Wypożyczalnia Nadarzyn, an equipment rental company near Warsaw, we implemented a custom voice AI bot that:
- answers incoming calls in Polish,
- answers questions about the company and rental rules,
- helps customers find suitable equipment,
- provides equipment descriptions and daily rental prices,
- accepts rental requests for up to three different items,
- collects rental dates and additional requirements,
- calculates the rental price,
- records requests for transport or additional insurance,
- and collects callback requests when the matter requires an employee.
The bot supports customers throughout the initial rental process while preventing unconfirmed availability, prices or rental conditions from being presented as final.
Case study
The problems
Customers often call an equipment rental company without knowing the exact name of the machine they need. They may only describe the job, such as cutting paving stones, sanding a floor, drilling concrete or cleaning after construction work.
Other calls concern prices, rental dates, transport, deposits, availability or non-standard rental conditions.
Typical challenges included:
- repetitive questions about equipment and daily rental prices,
- customers who described the job rather than a specific machine,
- time spent manually explaining available equipment options,
- rental dates provided as “tomorrow”, “for the weekend” or “for two days”,
- incorrect return dates outside opening hours or on Sundays,
- manual calculation of rental periods and prices,
- questions about transport,
- deposits and additional insurance,
- and requests requiring an employee’s individual confirmation.
The solutions
We designed a dedicated voice AI bot that recognizes whether the customer needs general information, equipment advice, a rental order or contact with an employee.
The bot uses current company and equipment information and can:
- search equipment by category, name or intended use,
- present matching machines with descriptions and daily prices,
- collect rental orders for up to three equipment items,
- interpret relative dates based on the actual date of the call,
- validate rental and return dates,
- account for Sundays according to the rental company’s rules,
- collect information about transport and additional insurance,
- prepare a final rental summary and price calculation,
- and record a callback request when the matter requires human confirmation.
The assistant asks one question at a time and does not promise equipment availability until it has been confirmed by the rental company.
The results
The voice AI bot gives customers an immediate and structured response, even when employees are busy or the company is closed.
It helps Wypożyczalnia Nadarzyn:
- answer more customer calls,
- reduce time spent on repetitive equipment questions,
- help customers select the correct type of machine,
- collect more complete rental enquiries,
- reduce mistakes in rental and return dates,
- prepare pricing information before an employee becomes involved,
- preserve enquiries that require individual confirmation,
- and organize calls into clear rental orders, callback requests or informational conversations.
Employees receive structured information about what the customer needs instead of having to restart every conversation from the beginning.
Equipment search, recommendations and rental prices
Customers do not need to know the exact equipment name.
The voice AI bot can search the rental catalogue based on:
- the type of equipment,
- the work the customer wants to perform,
- the equipment category,
- specific requirements,
- or a product name provided by the customer.
For example, a customer can ask for equipment for cutting grooves, paving stones, concrete work, floor sanding or industrial cleaning.
When several machines match, the bot presents up to three relevant options and asks which one the customer is interested in.
For each confirmed item, it can provide:
- the equipment name,
- a short description,
- its intended use,
- and the current rental price per day.
The bot does not invent equipment, prices or technical parameters. When the request cannot be matched safely, it records a request for an employee to call the customer back.
Rental orders with date and price validation
The bot can collect a rental request for up to three different equipment items during one conversation.
It gathers:
- the customer’s name,
- selected equipment,
- rental start date,
- planned return date,
- information about required transport,
- and interest in additional insurance.
The assistant understands relative expressions such as:
- “from tomorrow”,
- “for one day”,
- “for the weekend”,
- or “until Monday”.
It converts them into specific dates based on the actual date of the conversation.
The solution also follows the rental company’s operating rules. It does not accept a standard return on Sunday, because the company is closed, and Sunday is not counted as a rental day.
After collecting all required information, the bot prepares a final summary containing:
- selected equipment,
- the rental period,
- transport and insurance requirements,
- and the calculated rental price.
The request is saved only after the customer hears the summary and confirms it. Equipment availability and any additional details can then be verified by the rental company.
Safe callbacks and structured call records
Some rental enquiries require an individual decision from an employee. These may include:
- immediate confirmation of equipment availability,
- transport pricing,
- an exact deposit amount,
- unusual rental or return conditions,
- negotiations or contract questions,
- complaints,
- and situations where the customer wants to speak with a person.
The bot does not provide uncertain answers or attempt a transfer that may fail. Instead, it records the customer’s request and marks the conversation for a callback.
Every call can be assigned a clear outcome:
- a confirmed rental request,
- a callback request,
- or an informational conversation requiring no further action.
The collected information is saved in a structured call log, including the selected equipment, rental dates, additional services, contact details and conversation status.
This gives the rental company a clear overview of customer enquiries and allows employees to focus on cases that genuinely require their attention.
