Empowering customer service with AI

When Epixel MLM Software took on the challenge for the travel MLM company, we intended to build a system that enhances support experience for customers and service experience for agents. Because after a detailed analysis, we understood that agents and associates also suffered the inefficiencies of the existing support system.

The AI Product Developers at Epixel developed a standalone customer support system, Customer Service AI with features that simplified support operations.

Automated response system

Queries from customers and agents are attended by the automated system with responses tailored to their unique concerns. An AI-powered chatbot responds to customer queries in real time and fetches information for agents on travel packages or policies. The system addresses every customer query regarding bookings, packages, or service issues to reduce customer wait times.

Agents can learn about travel policies and packages specific to a region and communicate it to their customers in real-time. The response system can handle multiple languages and works without interruption across various time zones. Any major concern that requires immediate attention is directed to a support agent to ensure that customers do not face any delay in their travel or service experience.

Customer analytics dashboard

The dashboard offers the company and its support agents all the insights into their customer behavior, engagement trends and churn risks in all global markets. Data from support tickets, past purchases, travel preferences, and communication patterns are studied to derive conclusions about customer and insights visualized on the dashboard.

The churn rates are calculated by analyzing some of the important customer metrics such as declining purchases, reduced platform usage, unresolved support tickets, or negative sentiments in interactions. The dashboard immediately alerts the company of customers who are at the risk of churn so that they can make up for the experience with personalized offers and support.

Personalization features

The personalization features in the system cover purchase and support processes. During a customer’s purchase journey, the system recommends travel packages that suit their budget and preferences along with cross-selling and upselling offers. The lifetime value is considered for segmenting customers into premium and mid-premium tiers and offers are applied accordingly. Queuing of tickets is also based on the CLTV of customers even though simpler concerns are attended in real time by chatbots.

Support agents get an accurate account of customer support history before they attend to a customer. The AI platform also generates contextual scripts during assistance for refund cases, booking modifications, package explanations, or loyalty program enquiries. The system also analyzes agent performance to identify gaps and recommends from a set of already configured set of training programs that match agent necessity.

Real-time agent support

Agents can access a centralized resource library which encapsulates customer cases and travel package information to refer to at any time during a customer conversation or knowledge building. During customer interactions, the AI system delivers policies, product information, rewards program details, plan rules, or booking related information based on specific keywords that appear in the conversation. This helps agents to continue supporting customers without interruption.

The system maintains an FAQ section which is auto updated with queries that are logged in the system often by customers or agents. Also, any changes in travel policies, plan structure, or compliance related policies are communicated to the agents through notifications inside the agent portal.

A mobile travel agent portal is provided to each agent upon completing registration with the company. The portal hosts all needed tools and systems to support customers while on the go. Agents can check updates, attend to customer queries, and offer information to customers on travel packages using the mobile portal.

Advanced sentiment analytics

An advanced sentiment analytics engine decodes customer sentiments across interactions and provides insights to support agents to help them tailor their support approach. Increase in negative customer sentiments is detected by the system and reported to the respective user roles. The system has AI survey templates that capture customer feedback right after a package booking or support interaction.

The survey results are analyzed to detect satisfaction levels and frictions to offer insights that help improve service delivery. A real-time sentiment monitoring feature tracks customer sentiments throughout an interaction and alerts support agents to tune their responses to reassure customers or escalate issues that require expert attention.