When the travel industry was disrupted in 2020, the airline’s customer service department experienced significant turbulence. Contact volumes plunged by 70%, then spiked by more than 20% above the norm. With only 5% of its total volume handled digitally, the airline’s advisors were overwhelmed and overbooked.
Passports, paperwork, and customer data. Security and baggage restrictions. The cascading impact of weather and aircraft maintenance. Passenger experience is critical for any industry, but rarely is it as complex as in the travel industry. Accepting the situation as a cost of doing business was simply not an option for the company. Instead, it took the opportunity to find better ways of serving customers. That’s how it began a route to digital transformation.
The airline collaborated with us as a strategic business partner to achieve its goals. Through our insights into the business, the client went on to apply a human-centered design approach to the problem. This included six key phases:
Of course, a digital transformation is about more than just putting a chatbot in front of users. With our guidance, the client was able to develop a full set of digital solutions to transform the complete journey experience for each customer, making it easier for them right from takeoff, including:
“The transformation, not only with the bot, but also with the use of IVR deflection and SAR made the passenger experience more coordinated, orientated precisely to satisfaction and allowed the customer to self-serve and receive a very good service.”
– Client Contact Center and Customer Service Director
10X digital adoption, from 5.3% to 49.5% in just 5 months
+400K interactions contained by IVR and chatbot
95% resolution of chatbot requests
20% advisor productivity increase
+380 headcount reduction
67% savings per transaction compared to phone
Google Premier partner, we’re helping the world’s leading brands discover the power of digital automation. If you’re looking to bring more compelling experiences to the market faster, contact us today.
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