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

AI Platform for Customer Service

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 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.

What is conversational process automation, and how does it help my customer support team?

Conversational Process Automation (CPA) uses AI to connect conversations with processes.

CPA allows repetitive customer queries such as refund requests, order status inquiries, cancellations and more to be resolved in FULL, without agent involvement – even when additional third-party systems such as billing or payment processing are part of the resolution process.

This AI-driven process automation shifts the attention of agents away from repetitive, mundane work and unlocks critical time and value in your customer support function. DigitalGenius customers are seeing higher CSAT scores, better employee retention, reduced AHT and reduced costs in the contact center.

We'd love to talk with you more about it!







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