A leading online travel agency in Australia and New Zealand has deployed AI-powered cloud contact centre software of Bright Pattern.
The company is using Bright Pattern’s cloud-based omni channel contact centre software to drive sales and improve customer experience over voice, chat, email, messengers, SMS, and mobile in-app channels, and implement visual IVR capabilities over these different digital channels.
Chat and other digital channels are the primary support option for the online travel agency and the need to automate and integrate these channels was a key initiative, the company said.
To reduce effort and increase speed, the company added visual IVR capabilities over all their digital channels including webchat, Facebook messenger, and the company’s mobile app.
This digital-first approach quickly and efficiently handles most interactions and streamlines business processes via customer self-service. These different digital channels allow them to handle the bulk of customer interactions including general questions, pre-booking questions, changing flights or hotels, cancellation, adding seats, baggage and more.
Customers can use their preferred channel, whether it’s web chat, Facebook messenger, SMS, the company’s mobile app, email or voice calls when needed.
“The global travel and hospitality sector was hit hard by COVID-19 and to mitigate the impact on business and quickly recover, companies that were nimble and innovative turned to new digital and self-service options to improve sales and better service customers. This is a great example of an innovative, digital-first leader in the hospitality industry”, said Ted Hunting, SVP Marketing at Bright Pattern.
“With the surge in mobile and digital channels that has arisen since the pandemic, this company turned to Bright Pattern to make their digital vision for driving sales and helping customers a reality”.