Megabus Enhances Customer Experience with AI-Powered Email Bot

技术

自动化与控制 - 电力驱动与控制

适用行业

汽车

适用功能

销售与市场营销

用例

公共交通管理
时间敏感网络

挑战

Megabus 是一家在美国和加拿大运营的城际巴士服务，在全球疫情爆发时面临着重大挑战。该公司在改善客户体验方面一直取得了重大进展，但旅行的突然停止导致大量客户咨询涌入。客户感到困惑和焦虑，导致取消或重新安排行程、要求退款以及了解不断变化的政策的电话和电子邮件激增。这种情况导致了“幽灵联系”，即同一客户通过多个渠道联系，导致工单数量和响应时间大量积压。客户服务团队不堪重负，公司提高净推荐值 (NPS) 和减少客户接触的努力受到严重影响。

关于客户

Megabus 是一项在美国和加拿大运营的城际巴士服务。该公司在改善客户体验方面取得了重大进展，重点是引入更多自助服务选项来提供支持。然而，全球大流行导致旅行突然停止，导致与取消、退款和政策变更相关的客户查询激增。该公司面临着订单量和响应时间的大量积压，客户服务团队不堪重负。尽管面临这些挑战，Megabus 仍致力于维持高水平的客户服务，并寻求一种解决方案，使他们能够继续立即响应客户的查询。

解决方案

为了减轻客户服务团队的压力，Megabus 决定将人工智能纳入其员工队伍中。经过彻底的搜索，他们选择了 Netomi，一家在旅游行业拥有丰富经验且启动速度很快的公司。几周内，Netomi 训练了人工智能驱动的电子邮件机器人“Chuck”，以立即响应最紧迫的客户查询，包括预订更改、取消和退款以及行李丢失。 Megabus 使用号召性用语，并将 Chuck 放在“联系我们”页面的显着位置，战略性地将流量从成本密集型的电话渠道转移到电子邮件。这一策略不仅减少了客户服务团队的工作量，还提高了对客户查询的响应时间。

运营影响

The introduction of Chuck, the AI-powered email bot, had a significant impact on Megabus's operations. Not only did it help manage the surge in customer queries during the pandemic, but it also improved the working conditions for the customer service agents. Before Chuck, agents were providing repetitive answers to the same questions, which was monotonous and unfulfilling. With Chuck handling the routine queries, agents were able to focus on more complex issues and truly become customer experience specialists. This change not only improved the efficiency of the customer service team but also boosted their morale. Following the success of Chuck, Megabus plans to expand the reach of customer support AI, including multilingual capabilities and handling more use cases across more channels.

数量效益

Contacts via email doubled, reducing the reliance on cost-intensive phone channels.
The contacts per customer fell, indicating improved efficiency in handling customer queries.
Email response time decreased from three business days, improving customer satisfaction.