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At GetGo, delivering exceptional support is non-negotiable — our users expect it, and we hold ourselves to it. Recognising early that AI would be central to scalable, high-quality service, we sought a partner who could make that vision a reality. Level3AI gave us the confidence to commit fully, and Emily has delivered — reinforcing our vision for the future of shared mobility.
Deyao Ang
Chief Operations Officer @GetGo
Overview
GetGo is Singapore's largest car-sharing platform, a homegrown company built by Singaporeans. With a fleet of 3,000 vehicles spanning 1,700 locations islandwide and a user base of over 400,000, GetGo gives Singaporeans the freedom to drive without the burdens of car ownership.
Delivering on that promise requires more than a great product. GetGo operates round-the-clock customer support across live chat and email, handling a wide spectrum of queries, from vehicle access and booking changes to EV charging, refuelling, and promotions. As the platform grew rapidly, GetGo's leadership recognised that the prevailing support model would not scale without significant cost and quality trade-offs. Rather than wait for the problem to compound, the team proactively sought a smarter, more sustainable solution.
The challenge
GetGo's previous support infrastructure was built on a traditional decision-tree chatbot, a system designed to deflect tickets rather than resolve them. In practice, most interactions still required human agent intervention, creating a model where support costs grew in direct proportion to business growth.
Quality control presented an equally pressing challenge. Across an expanding team of agents, response accuracy varied with individual experience, familiarity with policies, and workload at any given moment. Despite ongoing training, consistent accuracy and policy compliance could not be reliably guaranteed at scale.
GetGo's leadership saw clearly where this trajectory was headed. The status quo was neither efficient nor sustainable. What was needed was a fundamentally different model, one capable of autonomously resolving the high volume of routine, predictable queries, while preserving human expertise for users facing more complex challenges. Crucially, GetGo acted on this conviction ahead of the curve, before operational strain forced the issue.
The solution
After a rigorous evaluation, GetGo selected Level3AI for its outcome-guaranteed approach and hands-on forward deployment model, a combination that gave the team the confidence to commit fully to an AI-powered transformation of its customer experience.
Level3AI deployed Emily, a purpose-built AI customer experience agent across GetGo's live chat and email channels, establishing her as the first point of contact for every customer interaction. Emily autonomously resolves queries across languages, channels, and complex support scenarios. Where escalation is necessary, she transfers the conversation to a human agent complete with an AI-generated summary and suggested resolution path, ensuring continuity and enabling faster, more informed human responses. This complementary human-AI model allowed the team to handle issues with greater speed and accuracy, without sacrificing the personal touch that GetGo's users expect.
The deployment was deeply collaborative. GetGo and Level3AI worked in close partnership to refine SOPs, clarify workflows, define escalation thresholds, and strengthen knowledge bases. Level3AI's forward deployment model provided end-to-end support through onboarding, iterative improvement, and ongoing performance monitoring, progressing from sandbox testing through to full production rollout in a structured, risk-controlled manner.
Emily was also built to keep pace with GetGo's fast-moving product roadmap. As new features, services, and FAQs were introduced, Emily was continuously updated with aligned workflows and capabilities. During time-sensitive incidents, the team was able to update Emily's playbook and deliver accurate, consistent guidance to all affected users within hours. This kind of real-time responsiveness had not been possible under the previous model.
The impact on resolution speed was equally significant. By integrating directly with GetGo's operational systems, Emily can execute real-time actions in line with SOPs and company policy, turning what were once 15-minute back-and-forth exchanges into resolutions completed in under two minutes.
The results
GetGo's early bet on AI-powered customer experience has paid off decisively. Within two months of going live, the results exceeded all expectations, demonstrating that operational efficiency and world-class service quality are not a trade-off, but fully compatible goals.
Within three months of full deployment, GetGo achieved break-even on implementation costs. The platform now operates with a 65% reduction in BPO spend and a 150% improvement in handling efficiency. Perhaps most tellingly, Emily has successfully achieved a record 95% CSAT — consistently matching or outperforming human agents. This is proof that carefully deployed AI solutions need not come at the expense of service quality.
That commitment to excellence has been independently recognised. GetGo was named in The Straits Times Singapore's Best Customer Service rankings in both 2024 and 2025, a powerful external validation of what is possible when the right technology is deployed with the right partner.
The transformation has also reshaped how GetGo's team operates. What was once a reactive, BPO-reliant function is now a strategic capability. Team members have moved from handling repetitive queries to overseeing systems, improving processes, and driving continuous performance improvements across AI and CX. The result is a stronger, more empowered CX team and a better experience for every user, at every touchpoint.
Key metrics
•
-65%
in agent costs
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+95%
CSAT score
Industry
Mobility
Product
Chat & Email
