CASE STUDY | TRAVEL AND HOSPITALITY
Taking Off with Great CX through Generative AI
CLIENT
Pioneer Flag Carrier in Asia
BACKGROUND
The client sought to enhance their customer support agents’ efficiency in responding to customer inquiries. It was observed that the agents spent about 2-3 minutes searching for relevant documents and files in the Knowledge Base, leading to an increase in the Average Handling Time (AHT) and negatively affecting performance metrics. This delay in customer response time could cause some inconvenience for their clients, thus requiring urgent attention.
STRATEGY
To overcome this operational hurdle, Inspiro deployed INFERENCE BY INSPIRO, a localized Generative AI platform leveraging the capabilities of OpenAI technology. Unlike traditional AI chatbot interfaces, our solution can be used for chat, email, and voice support. It shrank the answer retrieval times to an impressive 3-5 seconds, enabling agents to deliver responses to customer queries more promptly.
IMPACT CREATED
30.5%
improvement in Average Handling Time
Up to 99%
QA Accuracy scores
OUTCOME
After implementing INFERENCE BY INSPIRO, we observed significant improvements in AHT (Average Handling Time) and QA (Quality Assurance) accuracy. AHT for Non-Voice and Voice support agents improved by 30.5% and 10.8% respectively. Additionally, agents using the platform had significantly lower AHT compared to non-users.
We also noticed marked enhancements in QA accuracy. Post-implementation, the QA Scores for chat support and voice support increased by 12.33% and 5.42%, respectively. Furthermore, users of the AI platform consistently outperformed non-users in terms of QA Scores.
Overall, the adoption of our localized Generative AI platform significantly improved the client’s operational metrics, leading to enhanced customer experience (CX).
