Case Study 2
Elevating Service Efficiency with AI at a Leading Travel Platform
Boosting productivity and enhancing customer experience through intelligent automation
The client faced significant hurdles in managing customer service operations efficiently due to growing customer demands and operational limitations.
Reduced Productivity
Customer support agents spent an average of 10 minutes per contact, reducing the overall response capability.
Lack of Conversation Context
Agents had no prior context of past voice interactions, requiring customers to repeat information during follow-ups.
High Cost Pressures
The inefficiency in handling requests resulted in increased workforce costs and hindered cost optimization.
By integrating AI-powered tools, the client streamlined support workflows and equipped agents to perform more effectively.
AI-enabled Voice Summarization
Deployed advanced voice-to-text AI to generate concise summaries of past conversations, eliminating the need for repeated explanations.
Integration of Pega Voice AI with ML Models
Leveraged the Mistral Large Language Model (LLM) to enhance conversational context and understanding.
Enhanced Interaction Visibility
Summarized conversational data was made accessible within systems and shared via email for improved agent preparedness.
Workflow Optimization
Reduced redundant processes within support operations, addressing repeat contacts more efficiently.
The adoption of AI-based tools led to measurable improvements in operational efficiency and customer satisfaction.
Improved Agent Productivity
The AI-driven voice summarization use case reduced average handling time by 4.5%.
Significant Cost Savings
Workforce costs are projected to decrease by over €15M annually, achieved by reducing inbound human-handled contacts.
Elevated Customer Satisfaction
Enhanced interaction context contributed to higher customer satisfaction (CSAT) scores, fostering brand loyalty.
Integrating AI into customer operations provides scalable and efficient solutions that empower agents, reduce costs, and elevate customer experiences.
