TravelBird receives over 900,000 incoming traveler questions per year, answered in 11 countries by email, phone, social media and SMS. To manage an increasing volume of queries, while increasing customer satisfaction, TravelBird looked to new computer technology to take charge of repetitive tasks like tagging and macro suggestion based on historical data & continuous AI learning.
DigitalGenius ingested historical customer service tickets and used them to automatically train a deep learning model.
High accuracy with tag predictions ensures tickets can be quickly routed to the correct team’s ticket views.
When an agent receives a new question, they are presented with an AI-suggested response to save time.
DigitalGenius automates the most common customer service queries.
By adding DigitalGenius to their Zendesk agent interface, TravelBird has been able to better manage incoming customer enquiries. The initial results showed that after only 3 months, the AI was able to cover more than 65% of the incoming queries. Pre-filling accuracy by the AI reached 95% and agent macro usage has increased 200%.
Nine months after the implementation, the CSAT (Customer Satisfaction Score) is at 90%, customer agent retention went from 8 to 12 months and AHT (Average Handling Time) went down by 30%.
Thanks to DigitalGenius, agents have unlocked time for valuable activities like up-selling fantastic travel experiences, and have increased sales by 230%, turning their contact center operation profitable this year.