Especially in the travel and tourism sector, customers on the move or abroad need immediate customer support. Companies struggle especially with accessible contact options and resolving questions on time without compromising service quality. The majority of the requests are recurring, first-level support questions such as “Which gate is my flight” or “What are the travel regulations for my destination”. These questions not only cause high costs and keep support staff busy, but also leave customers waiting for hours or days for a reply. AI chatbots can automate the majority of requests and be integrated on a variety of channels while offering consistent customer service around the clock. This drastically reduces waiting times for customers and increases customer satisfaction, while reducing costs. Real-time responses, process automation and easy browsing options enabled through bots lift customer experience to a new level.
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We have implemented our solution into the Deutsche Bahn Customer Service. With our hybrid Agent +AI solution, Deutsche Bahn was able to automate more than 69% of all the incoming support requests. This reduced chat duration by 90%, thus significantly increasing customer satisfaction due to shorter waiting times and smart routing.