In the rapidly growing gig economy, OneCar Now (OCN) is changing how rideshare drivers access vehicles. With $86M in Series A funding and a mission to deploy 7,500 electric vehicles, OCN faced a unique challenge: managing thousands of time-sensitive customer interactions across multiple channels.
The Challenge: High-Volume, Time-Sensitive Support
OCN's car subscription model is entirely online - no dealerships, no long waits. Drivers can apply, get approved, and receive their vehicle in as little as 90 minutes. But this speed comes with complexity:
- Document verification that needs instant processing
- Credit approvals with strict time windows
- Vehicle delivery coordination across Mexico
- Multi-channel support via email, WhatsApp, and web chat
- Maintenance scheduling for thousands of vehicles
Each inquiry is time-sensitive. A delayed response means a driver loses income, or they go to a competitor.
The Solution: AI-Powered Action-Based Support
OCN partnered with Open to build an AI system that doesn't just answer questions - it takes action. The AI handles:
| Channel | Automated Actions |
|---|---|
| Document verification, application status updates | |
| Delivery scheduling, payment confirmations | |
| Web Chat | Real-time application support, troubleshooting |
The Results: 60% Automation, 90-Minute Average Response
Since implementing Open's AI platform, OCN has transformed their support operations:
- 60% of inquiries fully automated across all channels
- 90-minute average response time down from several hours
- 7,500 vehicles managed with the same support team size
- Complex workflows automated credit checks, delivery coordination, document processing
Customer satisfaction remained high even as automation increased. Drivers appreciate the instant responses and 24/7 availability.
Why Action-Based AI Matters
Most chatbots can answer "What's my application status?" But OCN needed AI that could:
- Process uploaded driver's licenses and insurance
- Update credit approval status in real-time
- Schedule vehicle pickups across different cities
- Send payment reminders via WhatsApp
- Coordinate maintenance appointments
This isn't FAQ automation - it's full workflow automation that integrates with OCN's backend systems to take real action.
Scaling to 7,500 EVs and Beyond
OCN's ambitious plan to deploy 7,500 electric vehicles would have been impossible without scalable AI support. As they expand into new markets, the AI infrastructure they've built with Open gives them a competitive advantage.
While competitors are still hiring support teams linearly with growth, OCN's support capacity scales automatically. The AI handles the routine, time-sensitive work, while human agents focus on complex cases and relationship building.
The Future: AI-Native Operations
OCN's success with AI-powered support is just the beginning. They're exploring AI for fleet management, predictive maintenance, and customer retention - building an AI-native business from the ground up.
For fintech and subscription businesses looking to scale without burning through capital on support headcount, OCN's playbook offers a clear path forward: automate the time-sensitive, action-based work, and let humans focus on strategic thinking and genuine relationship building.
