Suma Soft Streamlines Customer Support for a Global Travel Company

Client's Background

A globally recognized travel company and a leader in the industry, it serves millions of customers with a diverse portfolio of travel services. Its offerings span the entire travel experience, from flight bookings and hotel accommodations to curated tour packages and ancillary travel-related services. The company has built a strong reputation for its commitment to providing seamless and enriching travel journeys. It follows a customer-centric approach, striving to deliver personalized and memorable experiences.

Challenges

  • Consistent Service Quality at Scale:

    Serving a large customer base worldwide makes it challenging for the organization to provide consistent and high-quality customer support across all regions.

  • Evolving Customer Expectations:

    With customer expectations and preferences constantly evolving, the company faced the challenge of staying ahead of trends and adapting its support services accordingly.

  • Managing High Volumes of Inquiries:

    The organization faces a massive challenge due to fluctuating and often high customer inquiries, particularly during peak travel seasons or unforeseen disruptions.

  • Ensuring Timely and Effective Resolution:

    Customers expect swift and effective resolution of their issues, which makes it difficult for the company to improve its response times and resolution rates.

Project Requirements

  • Pre-Built Conversational Scenarios:

    Chatbots that help automate the resolution of at least 60% of routine customer inquiries, accelerating development time with pre-defined conversation flows for standard requests, issues, and queries that take up most of the agents' time.

  • 24/7 support:

    Round-the-clock support that improves customer experience, reduces costs, and increases customer service, sales, and marketing efficiency. By handling a high volume of inquiries and providing 24/7 support, average customer wait times can be reduced by 55%, and customer satisfaction (CSAT) scores can be increased by 35%.

  • Automated Workflow:

    Automating workflow in customer interactions can improve operational efficiency, eliminate delays and bottlenecks, and reduce customer support costs by 40%.

ServiceNow Solution

Suma Soft partnered with the travel company to implement a ServiceNow-powered virtual agent chatbot that could handle frequent customer inquiries. The chatbot was configured to manage tasks such as checking booking statuses, flight details, and making minor booking changes.

  • Advanced Natural Language Processing (NLP):

    Leveraging NLU processing, the chatbots understood customer intent and provided 92% accurate responses to user inputs, ensuring a seamless conversation flow.

  • Live Agent Hand-off:

    For more complex issues, the chatbot was designed to seamlessly transfer cases to human agents, reducing agent handling time by 30% while maintaining continuity in service. Additionally, a knowledge base was integrated to give customers instant answers to common questions.

  • Routine Queries:

    By automating 65% of routine customer queries routine tasks, the chatbot handled thousands of routine customer queries daily, improving efficiency and enhancing user satisfaction.

  • 24/7 Instant Responses:

    The chatbot responds instantly to customer inquiries 24/7, ensuring exceptional service around the clock for your customers. This resulted in a 20% increase in customer engagement during off-peak hours.

  • Self-Service Capabilities:

    With ServiceNow’s chatbot development self-service feature, customers could perform self-service actions like checking flight statuses, modifying bookings, and accessing information, leading to a 15% reduction in call volume to the support center.

  • Real-time Analytics and Reporting:

    Through real-time analytics and reporting, management gained visibility into inquiry types and areas for process improvement.

Conclusion

The deployment of ServiceNow Chatbot development empowered the travel company to achieve the following objectives:

  • 65% of Routine Inquiries Automated

  • 80% Reduction in Response Times

  • 18% Improvement in Customer Satisfaction

  • 30% Reduction in Customer Service Operations

  • 60% Increase in Focus on Complex Issues

  • 70% Increase in Quick and Accurate Responses.

  • 75% Increase in Agent Productivity

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