How 12Go slashed customer service costs by 91% with generative AI
The problem:
12Go, a leading travel service provider in Asia, found that many customer queries being serviced by its support team were repetitive and could be addressed with information available on its website.
This meant longer response times and potential customer dissatisfaction from customers who needed the help of its human agents, as they needed to wait in line behind those who could reasonably self-serve.
12Go sought a solution that could handle customer queries while maintaining a personalised touch, akin to human interaction. It aimed to streamline its support processes and reduce operational costs without compromising on service quality.
“We did not know what to expect, as it was a leap of faith for us, but we got everything we asked for in no time. The team is great to work with, and our requests are addressed almost immediately. ”
Activity:
12Go decided to explore the potential of digital assistants. Introduced to Logicdialog by 8x8, it was impressed with its conversational suite. Particularly its ability to provide accurate and timely responses to customer queries using generative AI.
12Go identified key areas where automation could be implemented, such as providing travel information, assisting with bookings, and answering common customer questions.
Given the nature of its industry, it ensured the bot could respond quickly in many different languages to support as many of its customers in their preferred language as possible.
Wisely, 12Go adopted a cautious approach with the tech. It prioritised accuracy over speed, preferring the chatbot to admit when it didn't have an answer rather than providing incorrect information.
It ensured a process was in place to regularly update and verify the information provided by the chatbot to maintain reliability and relevance. This requirement is also assisted by the precautions Logicdialog has in place to minimise the chances of hallucinations.
Result:
The implementation of Logicdialog's conversational AI suite yielded significant improvements for 12Go. They observed a notable reduction in the workload of their support team, with common queries being addressed almost instantly by the chatbot.
The outcome has been shorter response times, increased customer satisfaction, and reduced operational expenses.
Moreover, 12Go witnessed a substantial decrease of 91% in the cost associated with answering general questions, thanks to the efficiency of the chatbot solution.
Encouraged by these initial results, it’s currently working on functionality to automate booking cancellations and itinerary changes through the chatbot, further personalising the customer service capabilities.
Bot bytes:
Number of conversations each month: circa 10,000
Cost per conversation: £0.08 (down from £1.00)
Languages spoken by users and responded to : 30+
