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Transforming Customer Support for One of Europe's Largest Travel and Tourism Companies

Casestudy NLP LLMs Travel & Tourism Generative AI

Client Overview

The client is a leading travel and tourism company in Europe. They faced several challenges with their existing customer support, including rising costs for managing a large support team, slow issue resolution, and varying support quality. They wanted to enhance their 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.

The benefits were substantial: 
  • 40% reduction in support costs
  • 25% improvement in Customer Satisfaction (CSAT) scores
  • 30% reduction in average response times

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e-Zest is a leading digital innovation partner for enterprises and technology companies that utilizes emerging technologies for creating engaging customers experiences. Being a customer-focused and technology-driven company, it always helps clients in crafting holistic business value for their software development efforts. It offers software development and consulting services for cloud computing, enterprise mobility, big data and analytics, user experience and digital commerce.