Automating Customer Service for Faster Response and Higher Satisfaction
Automating Customer Service to Improve Response Times
A leading global airline was facing significant delays in responding to customer inquiries, leading to dissatisfaction and an increase in customer complaints. The airline’s traditional customer service processes were manual and relied heavily on agents managing routine tasks, such as booking confirmations and rebookings. Appian’s low-code platform automated these tasks, while also integrating AI-powered chatbots to handle frequently asked questions. This automation allowed customer service agents to focus on more complex issues, cutting response times significantly.
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Increasing Customer Satisfaction and Operational Efficiency
As a result of automating customer service processes, the airline experienced a 50% reduction in response times and a 30% decrease in operational costs. With automation handling routine tasks, agents could resolve more complex issues efficiently, leading to a 20% reduction in customer complaints. The improvement in operational efficiency boosted customer satisfaction and helped enhance the airline’s reputation for quick and reliable service. Download the full case study now to see how Appian’s automation solutions can transform your customer service operations.
