Case Study: tiket.com doubles CSAT and reaches 99.6% bot accuracy with Yellow.ai

Key results

The challenge

tiket.com, a major online travel platform, receives a high volume of customer support queries related to flights, hotels, trains and activities every day, with more than 40,000 queries daily. It wanted to drive operational efficiency by automating a major portion of queries while retaining live-agent support.

The solution

Yellow.ai deployed a dynamic AI agent, 'Travis', that gives customers instant, multilingual self-serve resolution for flights, hotel bookings, refunds and FAQs, surfaces promotions and loyalty benefits, and routes complex queries to human agents.

The results, in context

tiket.com documented a 2x improvement in its customer satisfaction scores after deploying conversational AI. The agent reached 99.6% bot accuracy in resolution over the last month and resolved 80% of all monthly queries without agent assistance.

Products used