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 and continuous AI learning.
By adding DigitalGenius to their Zendesk agent interface, TravelBird has been able to better manage incoming customer enquiries. After only 3 months, the AI is able to cover more than 65% of the incoming queries. Pre-filling accuracy by the AI has reached 95% and agent macro usage has increased 200%. Thanks to DigitalGenius, agents have saved more than 40,000 clicks since the deployment and they feel very positive about AI helping them with repetitive tasks #AIisMyFriend
High accuracy with tag predictions ensures tickets can be quickly routed to the correct team’s ticket views.
Based on training from historical logs saves time by surfacing the most relevant macros.
TravelBird brings you the best holiday experiences, both for short breaks and international get-aways. They make a personalised selection of offers to bring you the perfect travel experience. Their aim is to make travelers discover something new through various holiday proposals, whilst their range of choices will also help you immerse into new cultures.
DigitalGenius brings practical applications of deep learning and artificial intelligence into customer service operations of leading companies. Its Human+AI™ Customer Service Platform combines the best of human and machine intelligence enabling companies to deliver on increasing customer expectations. At its core are deep learning algorithms, which are trained on historical customer service data and integrated directly into the contact center’s existing software. Once enabled, the platform automates and increases the quality and efficiency of customer service & support conversations across text-based communication channels like email, chat, social media, SMS and mobile messaging.