[TEST] Transforming Traveler Experience with Xtrabot

Through the strategic deployment of Xtrabot, the travel company not only achieved its goals of boosting customer satisfaction and reducing operational costs but also redefined the customer experience, proving that innovative technology can bring a personal and efficient touch to digital customer service.

Challenge

Elevating CX While Reducing Costs in the Travel Industry

In the competitive travel industry, a leading company sought to significantly enhance customer satisfaction and operational efficiency. The existing Interactive Voice Response (IVR) system, while functional, lacked the personal touch and flexibility modern travelers expect, often leading to frustration and increased operational costs. The company aimed to revolutionize its customer service by fully automating routine queries, thus eliminating the need for human intervention for common inquiries and streamlining the overall customer experience.

Strategic Solution

Implementing Atento’s Xtrabot for Seamless Customer Interactions

To meet these challenges head-on, the company partnered with Atento to deploy Xtrabot, a proprietary multichannel voice intelligent bot designed to transform customer interactions. The strategy encompassed several innovative approaches:

Automation Information Delivery: Xtrabot was fully integrated with the company’s website to provide instant updates on prices and services, offering customers immediate access to the information they needed.
Deployment of NLU-based Voice BOT: Utilizing Natural Language Understanding (NLU), Xtrabot was capable of handling open-ended questions, providing a more natural and engaging user experience compared to traditional IVR systems.
Post-Interaction Satisfaction Survey: To continuously monitor and improve service quality, a post-interaction satisfaction survey was implemented, allowing the company to gather valuable feedback directly from customers.
Semi-Automated Claims System: Leveraging Azure Speech to Text technology, a semi-automated claims system was established, enhancing service recovery processes and ensuring efficient resolution of customer issues.

Operational Highlights

A New Benchmark in Customer Service Automation

The implementation of Xtrabot within the client’s ecosystem marked a significant advancement in customer service automation:

Broad Automation Coverage: Xtrabot successfully automated 30 of the 60 targeted service typologies, demonstrating its versatility and effectiveness.
High Call Management Capacity: The solution managed up to 180 simultaneous calls, translating to an impressive capacity of 10,000 calls per hour, showcasing its scalability.
Seamless Integration: Xtrabot’s in-house development ensured it worked seamlessly within the client’s existing ecosystem, providing a unified customer experience.

Results

A Leap Forward in Automated Customer Support

The deployment of Xtrabot achieved remarkable results, setting a new standard in the travel industry for customer service:

High Automation Rate: Xtrabot handled 94% of all calls, significantly reducing the need for human intervention and streamlining the customer service process.
Efficient Call Transitioning: For the remaining 6% of calls requiring human assistance, Xtrabot smoothly transitioned these to a virtual agent, ensuring no customer query went unanswered.
Complete Automation for Key Queries: Approximately 12% of the call volume was completely automated, demonstrating Xtrabot’s capability to handle routine inquiries with no human involvement.
Massive Call Volume Automation: In a single year, Xtrabot automated approximately 4 million calls, showcasing its impact on operational efficiency and customer satisfaction.