CASE STUDY | TRAVEL AND HOSPITALITY
Elevating Customer Support with Swift and Precise Responses Powered by AI
CLIENT
Pioneer Flag Carrier in Asia
CHALLENGE
The client needed help handling new bookings and passenger queries for international and transpacific flights. Their agents took an average of 2-3 minutes to search for relevant documents and files in their Knowledge Base to address customer inquiries. This manual search process led to a higher-than-desired Average Handling Time (AHT).
STRATEGY
Inspiro deployed ‘Inference by Inspiro’, a localized Generative AI platform powered by OpenAI technology to address customer service issues. This solution is integrated with Inspiro’s Knowledge Base and offers a more flexible and versatile option than traditional AI chatbots. It allows agents to seamlessly assist customers across various communication channels such as chat, email, and voice support. This digital solution will enable agents to access relevant answers within 3-5 seconds, significantly improving their responsiveness and productivity.
IMPACT CREATED
30.5%
improvement in Average Handling Time
20%
improvement in accuracy of responses
Real-time
access to relevant answers
OUTCOME
After implementing Inspiro’s solution, the average handling time for non-voice support agents showed a remarkable improvement of 30.5%. Voice support agents also experienced notable improvement, with their average handling time increasing by 10.8%. Additionally, the accuracy of responses was significantly enhanced, boasting an improvement of up to 20%.
