Case Study
Boosting Agent Efficiency for Better Customer Service With an AI-based Support Bot
Industry
Travel
Location
Global
Our Contributions
Business Process Services | AI
Coforge enabled a leading travel enterprise to boost customer service agent efficiency by implementing an AI-powered knowledge management bot that provides multilingual capabilities driven by a massive knowledge base.
As a result, the company is on track for a 15+% increase in customer satisfaction and 10+% improvement in first level resolution.
The Challenge
In the travel industry, customer service agents must be well-versed in a variety of different topics, operational areas, and policies.
Training new agents is time-consuming and expensive, and they can’t possibly absorb the entire breadth of enterprise knowledge before they are put on the front lines to help customers.
One travel company had a multi-lingual knowledge base with 13,000+ PDFs, images, Microsoft Excel and Word documents, but the search features couldn’t efficiently retrieve the relevant information. They needed a way to provide agents with the right information at the right time.
Our Approach
Coforge implemented a comprehensive, AI-powered solution to optimize knowledge access and boost agent productivity. It consisted of:
Impact to Date
Our solution enabled agents to handle customer inquiries much faster and more effectively, generating significant improvements in every relevant customer service metric.
20+%
improvement in average handling time (AHT)
15-20%
improvement in customer satisfaction (CSAT)
10-15%
increase in first call resolution (FCR)
25-30%
decrease in agent training time