case study

TravelBird Adopts AI to Refine Customer Service

The decision to adopt machine learning systems follows growth in the number of customer queries the company handles, some 900,000 incoming questions annually it says, in 11 languages by email, phone, social media and SMS.



DigitalGenius - Human+AI™ Customer Service

Support Brilliance.

The Numbers

Increase in Macro Usage
AI Pre-Filling 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 and continuous AI learning.

The Results

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

The Solution

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

AI-Enabled Answers
Based on training from historical logs saves time by surfacing the most relevant macros.

"AI unlocks time for our travel agents to serve our customers and travelers. The AI serves up the best possible answer to the agent, who can then send it to a customer. It saves time and creates more time for personal, interesting interaction."
Fiona Vanderbroeck
Head of Customer Service and Care

About TravelBird

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.

About DigitalGenius

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.

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Frequently Asked Questions

To get started, we prepared a list of questions to help you learn more about our product and our company.

How do I use DigitalGenius inside my contact center operation?

DigitalGenius is installed as a layer into your existing customer service software (Salesforce, Zendesk, etc). We will take you through an onboarding experience from installing the app, to training and deploying your first AI Model. Once the app is configured and the model is trained, you can onboard your agents, and begin using the tool to 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 predicts and automates the meta-data tagging process, from assigning tags, case details information and routing cases to appropriate team members.

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

3. 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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