TravelBird has become the latest travel company to adopt artificial intelligence for customer service through a partnership with DigitalGenius.
The new predictive customer care system, which will reside in the company’s Zendesk customer platform, will use AI to refine and expedite customer support response.
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.
The DigitalGenius system is an add-on to CRM systems like Salesforce or Zendesk, which makes it relatively fast and easy for companies to adopt. The system focuses on optimizing text interactions, and offering agents text-based guides when handling customer matters.
By using deep learning, specifically focused on converting language transcripts to mathematical representations of language called word vectors, and using the mathematical representation of those chat logs to train a model that can make predictions for customer service.
It takes historical conversation records on text-based channels like email web support, live chat, SMS, Facebook Messenger, and Twitter. It helps support team handle increased volumes.”"
Naumov says that adopting these deep learning AI systems can enhance the effectiveness and job satisfaction of customer service agents.
While the DigitalGenius system is currently text-based without a voice processing component, which Naumov says keeps step with the customer trend of relying more on text-based response.
He says that a recent study by the Everest Group shows that growth of non-voice customer service is at 35%, while the growth of voice conversations is stable to moderate.
As seen on Tnooz.com