The client is a leading travel and tourism company that faced several challenges with its existing customer support, including rising costs for managing a large support team, slow issue resolution, and varying support quality. The company wanted to enhance its customer support in order to deliver improved customer experiences.
To address these issues, e-Zest introduced an advanced Gen AI-powered Knowledge Assistant to efficiently manage routine inquiries. The Knowledge Assistant leveraged Natural Language Processing (NLP) capabilities and Large Language Models (LLMs) to easily comprehend and respond to customer queries with precision and deliver significant business outcomes.The benefits were substantial:
- Significant reduction in support costs
- Approx. 25% improvement in Customer Satisfaction (CSAT) scores
- 30% reduction in average response times
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