UX | Improve Customer Experience with Loyalty Program Chatbot

THE ISSUE

A midsize international airline chose to proactively find new ways to connect with customers after taking note that often, the customer ignored current contact center options. The airline observed that customers typically called the contact center, instead of consulting the Frequently Asked Questions page. The airline wanted to find a better solution that would still give passengers 24x7 support, while cutting down on direct call expenses.

Many of the calls centered around questions regarding the customer loyalty program. The airline realized conversational AI could provide real relief in getting questions answered for customers, while cutting back on call volume. Our team used our expertise to develop a customer-facing intelligent assistant to automate responses to the most common inquiries.

THE SOLUTION

Our team reviewed several natural language speaking platforms to evaluate and assign the appropriate technology stack. We evaluated the client’s business objectives and the capabilities of the various platforms, ultimately moving forward with Goggle Dialogflow. We chose that option mainly for its LivePerson chat platform, which allows issues to be escalated from automated to an employee when necessary.

We created conversation flows, mapping them out for the client and handling the chatbot training. As the number of intents grew, the complexity increased. We incorporated a series of best practices from our experience, utilizing lessons from previous engagements, and testing repeatedly to ensure an acceptable accuracy rate. From there, we created a setup where the intelligent assistant was installed on the airline’s website to automatically handle conversations from customers, both simple and complex, dealing with the airlines’ loyalty program, escalating issues when needed.