{"id":113346,"date":"2023-04-05T15:40:32","date_gmt":"2023-04-05T10:10:32","guid":{"rendered":"https:\/\/view.yellow.ai\/case-study\/indigo-boosts-customer-satisfaction\/"},"modified":"2024-05-09T16:37:09","modified_gmt":"2024-05-09T11:07:09","slug":"indigo-boosts-customer-satisfaction","status":"publish","type":"case-study","link":"https:\/\/view.yellow.ai\/id\/case-study\/indigo-boosts-customer-satisfaction\/","title":{"rendered":"Indigo meningkatkan kepuasan pelanggan hingga 87% dengan otomatisasi AI"},"content":{"rendered":"\n
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<\/a>All Success Stories<\/a><\/p>\n\n\n\n

Indigo meningkatkan kepuasan pelanggan hingga 87% dengan otomatisasi AI<\/h1>\n\n\n\n
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\"\"<\/figure>\n\n\n\n
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Didirikan<\/p>\n\n\n\n

2006<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Website<\/p>\n\n\n\n

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

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\"\"<\/figure>\n\n\n\n
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Saluran<\/p>\n\n\n\n

WhatsApp, Saluran<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Bidang Penggunaan<\/p>\n\n\n\n

Informasi penerbangan, check-in web, perubahan\/pembatalan<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"Indigo<\/figure>\n<\/div>\n<\/div>\n<\/div><\/section>\n\n\n\n
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Tantangan<\/a><\/p>\n<\/div>\n\n\n\n

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

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

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Tantangan<\/h2>\n\n\n\n
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Memungkinkan dukungan pelanggan yang efisien untuk menangani pertanyaan yang sangat banyak selama 24\/7 dan mengurangi biaya dukungan dengan bandwidth agen terbatas.<\/h3>\n<\/div>\n\n\n\n
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Dengan visi untuk meningkatkan pengalaman pelanggan secara menyeluruh, Indigo membutuhkan solusi otomatisasi yang dapat berintegrasi dengan sistem yang sudah ada. Mereka ingin membuat operasi dukungan pelanggan menjadi lebih efisien dan hemat biaya dengan mengotomatiskan pertanyaan berulang serta memastikan bahwa hanya pertanyaan rumit yang sampai ke agen live. Indigo juga ingin menjalankan kampanye kesadaran keluar dan melibatkan pelanggan dengan program loyalitas.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

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Solusi: Agen AI dinamis – Dottie<\/h2>\n\n\n\n
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1<\/p>\n\n\n\n

Layanan pelanggan 24\/7<\/strong><\/p>\n\n\n\n

Yellow.ai menggunakan Dottie, sebuah agen AI dinamis, untuk memungkinkan opsi layanan mandiri sepanjang waktu di WhatsApp dan situs web. Dottie membantu mengotomatiskan lebih dari 35 bidang penggunaan dengan lebih dari 300 perjalanan pengguna seperti memesan makanan, memesan tiket, membatalkan penerbangan, mengembalikan dana, dan mengelola program loyalitas melalui pemanfaatan integrasi API dengan sistem backend Indigo.<\/p>\n<\/div>\n\n\n\n

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\"Layanan<\/figure>\n<\/div>\n<\/div>\n\n\n\n
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\"DynamicNLP\u2122<\/figure>\n<\/div>\n\n\n\n
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2<\/p>\n\n\n\n

DynamicNLP\u2122 berakurasi tinggi<\/p>\n\n\n\n

Dottie dapat memahami pertanyaan pelanggan dan merespons dengan akurasi tinggi yang didukung teknologi mesin DynamicNLP\u2122 eksklusif Yellow.ai yang telah dilatih sebelumnya pada lebih dari 2 Miliar percakapan sesungguhnya. Dengan hanya 1,69% tingkat ucapan yang tidak teridentifikasi, Dottie menyarankan jawaban alternatif yang paling mendekati pelanggan dengan tingkat penerimaan pengguna sebesar 90%.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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3<\/p>\n\n\n\n

Perpindahan saluran tanpa hambatan<\/p>\n\n\n\n

Dottie memungkinkan perpindahan saluran tanpa hambatan antara situs web dan WhatsApp. Konteks historis dibawa ke seluruh saluran sehingga pelanggan tidak perlu mengulang pertanyaan.<\/p>\n<\/div>\n\n\n\n

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\"Perpindahan<\/figure>\n<\/div>\n<\/div>\n\n\n\n
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\"Kampanye<\/figure>\n<\/div>\n\n\n\n
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04<\/p>\n\n\n\n

Kampanye kesadaran keluar<\/p>\n\n\n\n

Indigo memanfaatkan otomatisasi kampanye keluar untuk membagikan informasi penting dan mempromosikan diskon penawaran melalui notifikasi push, dengan opsi keikutsertaan yang dapat dipilih.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n

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Dampak<\/h2>\n\n\n\n
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\r\n \r\n
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KEPUASAN PELANGGAN YANG TINGGI<\/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

skor rata-rata CSAT<\/p>\n<\/div>\r\n <\/div>\r\n

\r\n

PEMAKAIAN TINGGI<\/p>\r\n

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

\r\n 0\r\n <\/p>\r\n K+<\/span>\r\n <\/div>\r\n

<\/div>\r\n

keikutsertaan untuk Kampanye WhatsApp<\/p>\n<\/div>\r\n <\/div>\r\n

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PENANGANAN VOLUME<\/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

pesan yang dipertukarkan dalam satu kuartal<\/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

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

“Di Indigo, kami sangat fokus memberikan pengalaman yang cepat, efisien, dan berkesan bagi para pelanggan kami. Yellow.ai telah membantu akselerasi perjalanan otomatisasi AI kami yang dimungkinkan oleh DynamicNLP\u2122 tempat kami dapat merancang alur AI percakapan dalam hitungan menit, sekaligus mengurangi biaya dan upaya terkait data pelatihan. Bot Dottie menyelesaikan pertanyaan dari 500 ribu lebih pengguna setiap kuartal secara lancar, sehingga memberikan pengalaman yang cepat serta tidak merepotkan kepada pelanggan untuk berbagai layanan seperti check-in web, manajemen pemesanan, informasi penerbangan, dan banyak lagi, di saluran digital pilihan mereka.\u201d<\/p>\n\n\n\n

Abir Lavasa<\/strong>
Sr. Manager, Digital, Indigo<\/p>\n<\/div>\n\n\n\n

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