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Megabus Enhances Customer Experience with AI-Powered Email Bot
Technology Category
- Automation & Control - Electric Drives & Control
Applicable Industries
- Automotive
Applicable Functions
- Sales & Marketing
Use Cases
- Public Transportation Management
- Time Sensitive Networking
The Challenge
Megabus, an intercity bus service operating in the United States and Canada, was faced with a significant challenge when the global pandemic hit. The company had been making significant strides in improving its customer experience, but the sudden halt in travel caused a massive influx of customer queries. Customers were confused and anxious, leading to a surge in calls and emails to cancel or reschedule trips, request refunds, and understand changing policies. This situation resulted in 'ghost contacts', with the same customer reaching out on multiple channels, leading to a massive backlog in ticket volume and response time. The customer service team was overwhelmed, and the company's efforts to improve its Net Promoter Score (NPS) and lower customer contacts were severely impacted.
About The Customer
Megabus is an intercity bus service that operates in the United States and Canada. The company had been making significant strides in improving its customer experience, with a focus on introducing more self-service options for support. However, the global pandemic led to a sudden halt in travel, causing a surge in customer queries related to cancellations, refunds, and policy changes. The company was faced with a massive backlog in ticket volume and response time, and the customer service team was overwhelmed. Despite these challenges, Megabus was committed to maintaining a high level of customer service and sought a solution that would allow them to continue providing immediate responses to customer queries.
The Solution
To alleviate the pressure on the customer service team, Megabus decided to incorporate AI into their workforce. After a thorough search, they chose Netomi, a company with extensive experience in the travel industry and a quick time-to-launch. Within weeks, Netomi trained 'Chuck', an AI-powered email bot, to provide immediate responses to the most pressing customer queries, including reservation changes, cancellations and refunds, and lost baggage. Megabus strategically drove traffic away from the cost-intensive phone channel to email, using call-to-actions and prominently placing Chuck on the 'Contact Us' page. This strategy not only reduced the workload on the customer service team but also improved the response time to customer queries.
Operational Impact
Quantitative Benefit
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