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boost.ai > 实例探究 > 利用对话式人工智能转变客户服务:PLAY Airlines 案例研究
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Transforming Customer Service in Air Travel: A Case Study on PLAY Airlines

技术
  • 基础设施即服务 (IaaS) - 虚拟私有云
  • 可穿戴设备 - 虚拟现实(VR)眼镜/耳机/控制器
适用行业
  • 航天
  • 电信
适用功能
  • 销售与市场营销
用例
  • 现场人员安全管理
  • 时间敏感网络
服务
  • 系统集成
挑战
航空旅行变得更加复杂,客户期望 24/7 个性化服务。 PLAY Airlines 需要一种能够处理大量查询并在必要时扩大规模的客户服务解决方案。
关于客户
PLAY Airlines 是一家初创航空公司,希望优先考虑优质的客户服务。他们希望消除传统的电话呼叫并实施数字化的客户服务方法。
解决方案
PLAY Airlines 实施了一个名为 Playfin 的聊天机器人,由 boost.ai 和 Advania 开发。 Playfin 是一个虚拟代理,提供 24/7 客户支持并可以处理各种查询。它为客户提供顺畅且个性化的体验。
运营影响
  • The implementation of Playfin has transformed customer service at PLAY Airlines. The virtual agent has been warmly received by customers, who appreciate the quick and accurate responses to their inquiries. The chat-first strategy has also proven more efficient for the airline, allowing it to handle many more support requests and bookings than it could with a traditional phone-based model. Importantly, Playfin's ability to handle a high volume of inquiries has freed up human agents to assist customers with non-standard or complex queries. The airline has also gained valuable data insights from analyzing the conversations, enabling it to better understand common issues and improve its service. The success of Playfin has been instrumental in allowing PLAY Airlines to scale up its operations and increase its number of destinations.

数量效益
  • Playfin has handled over 100,000 conversations in just over a year, with only 15% being transferred to a human agent.

  • Since the beginning of 2022, Playfin has nearly quadrupled its traffic, reaching a peak in May with over 15,000 conversations for the month.

  • Only 5% of customers that require human assistance want it outside of opening hours.

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