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:

  • Generative AI Chatbot
    Developed a chatbot leveraging Gen AI technology to understand natural language queries and provide accurate responses or direct agents to the most relevant knowledge base articles.

  • Advanced Search Features
    Enhanced search functionality with features like faceted navigation, filters, and natural language processing for improved information retrieval.

  • Continuous Improvement
    Integrated a machine learning mechanism to continuously learn from user interactions and refine the chatbot's responses over time.

  • Predictive Query Anticipation
    Enabled the chatbot to predict additional user queries and suggest autofill options, streamlining interactions.

  • Multilingual Translation
    Incorporated instant translation capabilities to support the chatbot's interaction with users in 11 supported languages.

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

By providing efficient access to accurate information, the travel company saw its customer satisfaction improve dramatically, and agent workloads were decreased by enabling the chatbot to answer basic questions. Agents are more empowered, and more inquiries are resolved without escalation.