Tiket supercharges customer experiences with Yellow.ai

Founded

2011

Website

www.tiket.com

Channels

Website

Use Cases

Tiket Points, FAQs, Date / Schedule Change,
Raise Complaint, Refund / Cancellation, Update Traveler Details, PayLater, Seat Information, Travel, Assistance, Live Agent Support

Challenge

Solution

Impact

Challenge

Unable to efficiently
address over 40,000 travel queries every day.

Tiket receives a high volume of customer support queries related to flights, hotels, trains and activities everyday. Aligned with the vision of providing a superior customer experience, Tiket wanted to drive operational efficiency by automating a major portion of queries with self-serve options, while also keeping live agent support.

Solution: Dynamic AI agent – Travis

On-demand personalized service at scale

Tiket customers now receive instant resolutions to 70-80% of queries with self-serve options enabled for key services related to flights, hotel bookings, refunds and FAQs in their preferred language. They also have easy access to the latest promotional offers and loyalty benefits at their fingertips. Conversations are seamlessly routed to a human agent for more complex queries.

02.

Enhanced customer satisfaction

With conversational AI-powered automation for customer experience, Tiket has seen a twofold improvement in customer satisfaction scores. The reduced burden of routine queries is helping customer care executives resolve complex issues with greater empathy and efficiency. Tiket frequently uses its Dynamic AI Agent Travis, to conduct surveys to better understand their customers’ needs.

Impact

CUSTOMER SATISFACTION

CSAT score achieved since the bot was deployed

BOT ACCURACY

achieved during resolution
in the last 1 month

SELF-SERVE AUTOMATION

of all monthly queries resolved without agent-assist

HIGH TRAFFIC HANDLING

support messages exchanged with 62k users in a quarter

“Improving case deflection to allow human agents to focus on more complex and meaningful tasks has always been our goal. Yellow.ai’s smart conversational platform has enabled us to achieve this in a straightforward manner.

In a short span of a year of our engagement with Yellow.ai, we’ve been able to deliver a range of initiatives, ranging from “simple” dynamic FAQs powered by intent detection, to sophisticated features that require deep APIs integration. Happy to say that Yellow.ai’s product is now a vital contributor to our automation efforts.”

Rendy Dalimunthe

CX Innovation Lead, Tiket.com