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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