CUSTOMER STORY

TravelBird Sees 30% Drop in Average Handling Time as CSAT Soars with DigitalGenius

9 months after the implementation of DigitalGenius' AI platform, TravelBird's CSAT reached 90%, agent retention rose from 8 to 12 months, and AHT (Average Handling Time) plunged by 30%.

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TravelBird

Customer

DigitalGenius

Customer Service Automation Platform

The Numbers

30%
AHT Reduction
90%
CSAT
75%
Increase in Retention

 

The Challenge

TravelBird provides its customers with a selection of travel experiences, both for short breaks and international getaways. They present a personalized selection of offers, with an aim to help travelers discover something new, with a range of choices that help travelers immerse themselves in new cultures.

After seven years in the market, TravelBird had been experiencing constant growth, which translated into an increasing number of travelers reaching out to customer service. Customers also began using different service channels such as email, social and SMS, and TravelBird had a strong need to ensure they were where their customers were.

TravelBird receives over 900,000 incoming traveler questions per year, answered in 11 countries by email, phone, social media and SMS. To manage the increasing volume of queries, while increasing customer satisfaction, TravelBird looked to new technologies to take charge of repetitive tasks such as tagging and answer suggestion, and wanted them based on historical data & continuous AI learning. They chose DigitalGenius as their AI platform for customer service.

The Results

By adding DigitalGenius to their Zendesk agent interface, TravelBird was instantly able to better manage incoming customer enquiries. After only 3 months, DigitalGenius’ AI platform was able to cover more than 65% of the incoming queries. Pre-filling accuracy by the AI reached 95% and agent macro usage therefore increased by 200%.

Nine months after the implementation, the CSAT (Customer Satisfaction Score) soared to 90%, customer agent retention increased from 8 to 12 months, and AHT (Average Handling Time) dropped by 30%.

Thanks to DigitalGenius, agents have unlocked time for valuable activities such as up-selling travel experiences, and have helped increased sales by 230%, turning their contact center operation profitable in a year.

 

"DigitalGenius’ AI took over repetitive administrative tasks from our agents, which led to a 30% drop in average handling time. We’ve been able to invest these savings into a greater focus on sales, as well as in time for more personal interactions with our travelers – and all at the same cost level as before."
Fiona Vanderbroeck
Chief Traveller Officer
TravelBird

Let's Put Your Customer Support on Autopilot.

Want to Learn More About DigitalGenius?

Here are a few answers to help you learn more about how to start understanding conversations, automating repetitive processes and delighting your customers.

How do I use DigitalGenius inside my customer support operation?

DigitalGenius is installed as an app into your existing customer service software (Salesforce, Zendesk and others). We will take you through a seamless onboarding experience that identifies your most expensive & repetitive tickets; connects your CRM to our AI platform; then trains and deploys your first AI model.

Once DigitalGenius is configured and the model is trained, you can onboard your agents, and begin automating inbound queries end-to-end; assist agents to handle tickets faster, therefore reducing AHT; support increasing volumes, and open up new communication channels like Facebook Messenger, Live Chat and SMS.

What processes does DigitalGenius automate?

1. DigitalGenius puts your most repetitive and expensive tickets on autopilot by connecting conversations to processes; from the inbound ticket all the way through your backend systems via our open API framework.

2. Together we map out the automation framework, custom-building exactly how you want your repetitive tickets to be resolved, and what information you’d like included in order to best reply to your customers.

3. DigitalGenius’ AI recognizes the objective of a customer’s question. When the answer rises above a certain confidence level, those processes can be automated. When it’s below, your agents will pick up those tickets, which ensures a consistent and accurate customer experience.

4. To provide the greatest ROI, we aim to automate the tickets that are the most repetitive, expensive and time-consuming for your business. These can be anything from refunds, account lookups, order cancellations, shipping status and so on. You tell us what they are - we'll do the rest.

How do I know if my company is a good fit for AI and Customer Service Automation?

Adding a layer of AI into your customer support operations is a journey, but it’s not for everyone. While DigitalGenius supports a wide variety of use cases, we want to make sure there is a good fit for your business, your agents and your customers.

If your customer service team has a large amount of inbound, text-based tickets; if you have 10 agents or more; AND if you’re experiencing repetitive queries and processes - chances are that DigitalGenius can not only reduce your costs, but will also help make customer service a competitive advantage for your business.

So.....how do we get started?

Let us do the heavy lifting! We want to learn about you, the challenges you’re facing in customer service, and then determine if we’re the right choice for your business. Give us 30 minutes, and we can definitely answer the question.

If we uncover that there’s a mutual fit, we'll take you through a deeper review of our product, validate an AI match and provide you with a roadmap of what it will take to go live, plus pricing, an implementation plan and a full ROI calculation.

Want to come on an AI-powered automation journey with us? Let's talk. Get started by telling us a little bit about yourself on the form to the right.







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