customer stories
Leveraging AI-driven solutions to enhance customer experience, streamline operations, and accelerate revenue growth in the tire distribution industry.
USE CASE
Service & Support
INDUSTRY
Retail & Consumer Goods
KEY METRIC
90% accuracy rate on AI-generated call summaries
Increased daily interactions to 2,500 with Talkdesk Copilot
Leading industry innovation in customer experience.
TireHub, a joint venture between tire giants Goodyear and Bridgestone, is a national tire distributor that connects these tire manufacturers with local retailers through its extensive distribution network.Headquartered in Dunwoody, Georgia, TireHub operates across diverse regional markets, managing complex logistics while maintaining personalized relationships with thousands of customers.
"Our business is still built on relationships. Then we use technology to enable that relationship to be the best it can absolutely be."
Rachel Morris director of customer experience, TireHub.
The implementation of AI-powered call summarization has transformed the company’s operational efficiency. TireHub estimates that they’re saving roughly two minutes per call. With 2,500 calls a day, that’s 5,000 minutes freed up. This dramatic time savings allows customer service representatives to focus more on customer interaction and less on administrative tasks, improving both service quality and job satisfaction.
The quality of customer interaction documentation has seen similar improvements. Approximately 90% of the AI-generated summaries are posted without any changes, this high accuracy rate ensures reliable information capture and minimizes the need for manual review and editing.
Customer response to the hybrid service model has been overwhelmingly positive. Customers love having the choice, and the majority are willing to wait a bit longer to speak with their local specialist. This preference highlights the value customers place on working with representatives who understand their specific market conditions and needs.
