case study

TravelBird Adopts AI to Refine Customer Service

TravelBird brings travelers the best holiday experiences, both for short breaks and international get-aways. They provide a personalized selection of offers to allow users to create the perfect travel experience. Their aim is to help travelers discover something new through various holiday proposals, with a range of choices that also help them immerse into new cultures.

TravelBird

Customer

DigitalGenius

AI Platform for Customer Service

The Numbers

30%
AHT Reduction
90%
CSAT
75%
Increase in Retention
95%
AI Accuracy

The Challenge

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.

The Solution

Automated Training
DigitalGenius ingested historical customer service tickets and used them to automatically train a deep learning model.

AI-Powered Tagging
High accuracy with tag predictions ensures tickets can be quickly routed to the correct team’s ticket views.

AI-Enabled Answers
When an agent receives a new question, they are presented with an AI-suggested response to save time.

Automation
DigitalGenius automates the most common customer service queries.

The Results

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.

"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 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 Contact Center 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 contact center operation?

DigitalGenius is installed as a layer into your existing customer service software (Salesforce, Zendesk and many others). We will take you through a thorough onboarding experience from identifying your most expensive & repetitive tickets; installing the app; and then training and deploying your first AI Model. Once DigitalGenius is configured and the model is trained, you can onboard your agents, and begin using the tool to automate inbound queries end-to-end, reduce 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 itself all the way through your backend systems via our open API framework.

2. DigitalGenius predicts and automates the meta-data tagging process, from assigning tags, case details information and routing cases to appropriate team members.

3. DigitalGenius predicts answers to incoming messages, and suggests them to agents for approval or personalization.

4. If the predicted answers fall above a certain confidence level, those responses can be automated.

How safe is the customer data?

DigitalGenius has developed and implemented policies and technologies to ensure that confidential data is protected and managed securely. DigitalGenius applications are compliant with The US Data Protection Act and other similar international, regional and local legislation.







Your personal information will remain private.

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