AI & MACHINE LEARNING
BESPOKE DATA VISUALISATIONS
CUSTOM SOFTWARE DEVELOPMENT
CLOUD & OPERATIONS
DATA & ANALYTICS
EMBEDDED & ENGINEERING
IOT & CLOUD
CASE STUDY
Redefining Customer
Support with AI
90 %
Chat with Your Documents solution aims to provide consistent, brand-aligned responses and strives for a 90% customer satisfaction score by delivering faster and more accurate support.
BACKGROUND
A multinational leisure, travel, and tourism company with a vast customer base faced challenges in keeping up with the demands of its customer support operations. Despite its global presence, the company encountered issues such as slow response times, inconsistent service quality, and lengthy training processes for new employees. These inefficiencies affected the overall customer experience and hindered the company’s ability to scale operations effectively.
To address these issues, Holisticon Insight (Nexer Insight) proposed Chat with Your Documents (CWYD), a powerful AI-driven solution designed to optimise the support process. This solution enables agents to deliver instant, accurate, and brand-aligned responses by leveraging the company’s internal knowledge base. It improves service speed and quality and enhances operational efficiency by allowing agents to focus on complex tasks while AI manages routine queries.
CHALLENGEs & OBJECTIVES
With an established customer base, the client recognised an opportunity to enhance its customer support operations by addressing these key challenges:
– Slow Response Times
– Inconsistent Response Quality
– Lengthy Agent Training
SOLUTIONs
Holisticon Insight (Nexer Insight) proposed Chat with Your Documents as a targeted solution to these challenges. This AI-powered tool streamlines support operations by empowering agents with instant, accurate, and on-brand responses. Drawing solely from internal data, it ensures consistency, compliance, and improved service quality while automating repetitive tasks, allowing agents to focus on complex issues. Key features include:
– Centralised Knowledge Base
– Understanding Customer Intent
– Empathy in Responses
– Continuous Learning
BENEFITS & RESULTS
The deployment of Chat with Your Documents has delivered measurable improvements in customer support operations:
– Higher Service Quality
– Faster Response Times
– Cost Savings
– Increased Productivity
Conclusion
Chat with Your Documents highlights Holisticon Insight’s (Nexer Insight) ability to leverage AI-powered solutions to address real-world business challenges. The solution has significantly enhanced customer experiences and optimised operational efficiency by enabling faster, smarter, and consistent support.
10,000
With over 10,000 employees benefitting from this transformation, Chat with Your Documents sets a new standard for customer support in the leisure and travel industry.
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