- Business Intelligence
Reshaping Customer Support for a Airport Baggage Services with GenAI Solutions
Our client, a leading provider of airport baggage services in the G.C.C, specialises in innovative solutions such as home check-in, city check-in, and Land & Leave services for air travellers. With a strong global presence, they serve over 2 million bags worldwide. Renowned for their cutting-edge technology and superior customer service, they aim to uphold its status as a market leader in the airport baggage service industry.
Services
- Artificial Intelligence (AI),
- Large Language Model (LLM) & Machine Learning,
- End to End Project Lifecycle Management
- Business Intelligence (BI)
Challenge
The client encountered a series of interconnected challenges within their customer support operations. To enhance their customer experience and streamline operations, they needed a holistic and comprehensive solution to address these issues.
High Call Volume
The concept revolved around simplicity, elegance, and storytelling. We decided to create a minimalistic brochure titled “Manifesto”, which would act as a tangible representation of ABN’s identity. The brochure would narrate their journey, achievements, and vision through subtle visuals and concise yet compelling content.
Inconsistent Responses
Different support agents provided varying solutions to identical issues, leading to confusion and inconsistency in handling queries, which was a significant challenge.
Limited Availability
Customer support was only accessible during business hours, leaving many customers without assistance during nights and weekends, which was particularly problematic for international travellers operating in different time zones.
High Operational Costs
Maintaining a large, multi-functional customer support team, including chat support and review teams, was costly. These expenses were impacting their annual budgeting and profitability.
Difficulty in Handling Complex Queries
Front-line agents struggled with resolving complex customer issues, necessitating frequent escalations that led to further delays in query resolution.
What We Did
To address these challenges, the client Services were provided with a GenAI-powered solution that transformed their customer support operations. Here’s how it helped:
Automated Support with AI Chatbots
GenAI-powered chatbots were deployed to handle common queries, significantly reducing call volume and wait times. These chatbots provided instant, accurate responses and were available 24/7, ensuring customer support was accessible around the clock.
Consistent and Personalised Responses
The AI-driven system ensured all customer interactions were consistent and aligned with the client’s service standards. The GenAI solution used advanced natural language processing to understand customer intent and provide tailored responses, improving overall satisfaction.
Enhanced Availability
With AI handling routine queries, human agents were freed up to focus on complex issues. The 24/7 availability of AI support also ensured that customers received assistance regardless of time zones or business hours.
Dashboard for Data Insights
We developed a comprehensive dashboard to capture and analyse data on customer queries. This tool provided real-time insights into the inquiries’ nature, frequency, and locations from which they originated. By leveraging this data, the client could identify patterns, fine-tune automated responses, and introduce new prompts to address emerging customer needs more effectively.
Cost Efficiency
By automating routine tasks, the client significantly reduced the need for a large support staff, leading to substantial cost savings. This optimisation allowed the company to allocate resources more effectively.
Efficient Handling of Complex Queries
For more intricate issues, the AI system assisted agents by providing detailed context and potential solutions, enabling quicker resolution and reducing the need for escalations.
Outcomes
- Reduced Call Volume by 40%, leading to shorter wait times and enhanced customer satisfaction.
- Increased Consistency in responses, building customer trust and reducing confusion.
- 24/7 Support Availability, ensuring continuous customer service across all time zones.
- Operational Cost Reduction by 30%, optimising the budget and allowing investment in other critical areas.
- Faster Resolution of Complex Queries, improving the overall efficiency and effectiveness of the support team.
- Data-Driven Enhancements, with actionable insights from the dashboard enabling ongoing improvements in automated responses and customer service strategies.
