WestJet 利用 Netomi 的 AI 解决方案提升客户体验
用例
- 现场人员安全管理
服务
- 培训
关于客户
西捷航空是一家优先考虑客户体验的领先航空公司。该公司不断通过新的目的地、令人印象深刻的机队新增和全球合作伙伴关系来扩大其业务。西捷航空以拥抱创新而闻名，通过卓越的支持来满足不断扩大的客户群。该公司拥有庞大的客户群，他们对立即、准确和有效地解决他们的疑问抱有很高的期望。西捷航空的客户使用 Facebook Messenger、WhatsApp 和 Google Assistant 等各种平台来提供预订、旅行当天和旅行后的支持。
挑战
领先的航空公司西捷航空面临的挑战是满足客户日益增长的期望，即立即、准确、有效地解决他们的疑问。该公司正在扩大业务，开辟新的目的地，扩充机队，并建立全球合作伙伴关系。随着业务的扩张，客户群也在增长，导致客户支持工单增加。该公司发现很难管理激增的客户查询并提供优质支持。在 Covid-19 疫情期间，情况进一步恶化，航空公司收到了大量重新预订或取消航班的请求，以及包括飞行限制和取消在内的大量问题。
解决方案
为了应对这一挑战，西捷航空在其员工队伍中引入了名为“朱丽叶”的人工智能解决方案。 Juliet 在 Facebook Messenger、WhatsApp 和 Google Assistant 上推出，以协助提前预订、预订、旅行当天和旅行后的支持。 Juliet 旨在立即解决近 700 个高度可重复的查询，同时将更复杂的问题无缝升级给人工代理。人工智能解决方案能够在危机时刻立即扩展，为客户服务团队提供即时缓解。在 Covid-19 大流行期间，Juliet 能够无缝扩展运营并解决激增的问题量，一度达到每秒 200 个问题。
运营影响
数量效益
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