TravelBird receives 900,000 incoming traveler questions per year, answered in 11 countries by email, phone, social media and SMS. To manage an increasing volume of queries while increasing customer satisfaction, TravelBird looked to new computer technology to do what it does best: taking charge of repetitive tasks like tagging and answering frequently asked questions while learning to predict answers based on historical data. These procedures enable travel and booking associates to spend more time deeply engaging with customers for a more rewarding experience on both ends.
DigitalGenius is providing TravelBird booking associates with an AI assistant to cut down on repetitive daily tasks, creating a layer of machine intelligence to enhance the quality and productivity of customer service experiences. The DigitalGenius Human+AI™ Platform is trained on historical customer service logs and provides AI-powered macro suggestions, automation of ticket tagging, auto-triaging, as well as automation of responses. This combination of human and machine intelligence helps customer service teams support increasing volumes faster, while unlocking more time for complex cases and meaningful conversations with customers.
TravelBird anticipates the use of AI systems will improve post-contact customer satisfaction and increase productivity while creating a more satisfying work experience for travel and booking associates.
“At TravelBird, we believe that every traveler deserves a wonderful, memorable holiday, and that sometimes, people are in need of guidance on the road,” says Symen Jansma, CEO and Founder of TravelBird. “We want to better serve our travelers every day, which means quick response times for traveler queries and personalized service. With our partnership with DigitalGenius, we let computers do what they do best and leave the work involving real human connection to our experts.”
Rapid growth of TravelBird’s business, has led to a massive increase in message volume. Instead of replacing customer service agents with bots or moving them to a more cost effective location, they have chosen to implement DigitalGenius AI in conjunction with Zendesk as a way to make their existing team more efficient while maintaining and improving the quality of the customer service experience.
“We are thrilled to see our AI products used inside customer service centers to empower professionals working in this space, and unlocking valuable time to conduct a much higher level of service,” says Mikhail Naumov, Co-founder & CSO at DigitalGenius. “TravelBird is a fantastic company with an admirable commitment to serving its customers and travelers.”
To measure progress, an analytics tool will measure the number of predictions and the percentage of accuracy of the AI models. In the future, TravelBird expects AI to be widely used in all large companies to meet increasing customer service demands.