{"id":117436,"date":"2023-04-05T16:34:58","date_gmt":"2023-04-05T11:04:58","guid":{"rendered":"https:\/\/view.yellow.ai\/case-study\/tiket-dot-com-supercharges-customer-experience\/"},"modified":"2023-11-21T11:37:24","modified_gmt":"2023-11-21T06:07:24","slug":"tiket-dot-com-supercharges-customer-experience","status":"publish","type":"case-study","link":"https:\/\/view.yellow.ai\/en-ph\/case-study\/tiket-dot-com-supercharges-customer-experience\/","title":{"rendered":"Tiket supercharges CX with conversational AI automation"},"content":{"rendered":"\n
\n
\n
\n

<\/a>All Success Stories<\/a><\/p>\n\n\n\n

Tiket supercharges customer experiences with Yellow.ai <\/h1>\n\n\n\n
\n
\n
\"\"<\/figure>\n\n\n\n
\n
\n

Founded<\/p>\n\n\n\n

2011<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

\n
\"\"<\/figure>\n\n\n\n
\n
\n

Website<\/p>\n\n\n\n

www.tiket.com<\/a><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

\n
\n
\"\"<\/figure>\n\n\n\n
\n
\n

Channels<\/p>\n\n\n\n

Website<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

\n
\"\"<\/figure>\n\n\n\n
\n
\n

Use Cases<\/p>\n\n\n\n

Tiket Points, FAQs, Date \/ Schedule Change,
Raise Complaint, Refund \/ Cancellation, Update Traveler Details, PayLater, Seat Information, Travel, Assistance, Live Agent Support<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

\n
\"\"<\/figure>\n<\/div>\n<\/div>\n<\/div><\/section>\n\n\n\n
\n
\n
\n

Challenge<\/a><\/p>\n<\/div>\n\n\n\n

\n

Solution<\/a><\/p>\n<\/div>\n\n\n\n

\n

Impact<\/a><\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

\n

Challenge<\/h2>\n\n\n\n
\n\n\n\n
\n
\n

Unable to efficiently
address 40K + travel
queries everyday<\/h3>\n<\/div>\n\n\n\n
\n

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.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

\n

Solution: Dynamic AI agent – Travis<\/h2>\n\n\n\n
\n\n\n\n
\n
\n
\n

1<\/p>\n\n\n\n

On-demand personalized service at scale<\/p>\n\n\n\n

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.<\/p>\n<\/div>\n\n\n\n

\n
\"\"<\/figure>\n<\/div>\n<\/div>\n\n\n\n
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\"\"<\/figure>\n<\/div>\n\n\n\n
\n

02.<\/p>\n\n\n\n

Enhanced customer satisfaction<\/p>\n\n\n\n

With conversational AI<\/a>-powered automation for CX, Tiket has seen a 2x improvement in their 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 in order to better understand their customer’s needs.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n

\n

Impact<\/h2>\n\n\n\n
\n\n\n
\r\n \r\n
\r\n
\r\n
\r\n
\r\n
\r\n

CUSTOMER SATISFACTION<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n %<\/span>\r\n <\/div>\r\n

<\/div>\r\n

CSAT score achieved since the bot was deployed<\/p>\n<\/div>\r\n <\/div>\r\n

\r\n

BOT ACCURACY<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n %<\/span>\r\n <\/div>\r\n

<\/div>\r\n

achieved during resolution
\nin the last 1 month<\/p>\n<\/div>\r\n <\/div>\r\n

\r\n

SELF-SERVE AUTOMATION<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n %<\/span>\r\n <\/div>\r\n

<\/div>\r\n

of all monthly queries resolved without agent-assist<\/p>\n<\/div>\r\n <\/div>\r\n

\r\n

HIGH TRAFFIC HANDLING<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n M<\/span>\r\n <\/div>\r\n

<\/div>\r\n

support messages exchanged with 62k users in a quarter<\/p>\n<\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n <\/div>\r\n<\/div><\/div>\n\n\n\n

\n
\n
\n
\"\"<\/figure>\n\n\n\n

\u201cImproving case deflection so that human agents can focus on more complex and meaningful tasks has always been our goal. Yellow.ai\u2019s smart conversational platform has allowed us to do that in a relatively straightforward manner.

In a short span of a year of our engagement with Yellow.ai, we\u2019ve been able to deliver a range of initiatives, ranging from \u201csimple\u201d dynamic FAQ powered by intent detection, to sophisticated features that require deep APIs integration. Happy to say that Yellow.ai\u2019s product is now an important contributor to our automation enablers.\u201d<\/p>\n\n\n\n

Rendy Dalimunthe<\/p>\n\n\n\n

CX Innovation Lead, Tiket.com<\/p>\n<\/div>\n\n\n\n

\n
\"\"<\/figure>\n<\/div>\n<\/div>\n<\/div><\/section>\n","protected":false},"author":1,"featured_media":0,"template":"","categories":[],"case_study_category":[],"coauthors":[],"class_list":["post-117436","case-study","type-case-study","status-publish","hentry"],"acf":[],"yoast_head":"\nTiket supercharges CX with conversational AI automation - Yellow.ai<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Tiket supercharges CX with conversational AI automation - Yellow.ai\" \/>\n<meta property=\"og:description\" content=\"All Success Stories 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 efficientlyaddress 40K + travelqueries everyday Tiket receives a high […]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/view.yellow.ai\/en-ph\/case-study\/tiket-dot-com-supercharges-customer-experience\/\" \/>\n<meta property=\"og:site_name\" content=\"Yellow.ai\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/YellowDotAI\" \/>\n<meta property=\"article:modified_time\" content=\"2023-11-21T06:07:24+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/yellow.ai\/wp-content\/uploads\/2023\/04\/cs-inner-hero-1.svg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@yellowdotai\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"4 minutes\" \/>\n\t<meta name=\"twitter:label2\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data2\" content=\"Yellow.ai\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/view.yellow.ai\/en-ph\/case-study\/tiket-dot-com-supercharges-customer-experience\/\",\"url\":\"https:\/\/view.yellow.ai\/en-ph\/case-study\/tiket-dot-com-supercharges-customer-experience\/\",\"name\":\"Tiket supercharges CX with conversational AI automation - 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