Cognitive app transforms customer care
EPEL-CACT is using a cognitive mobile app from IBM Business Partner Red Skios S.A. to transform customer care on the island of Lanzarote and strengthen its reputation as a world-class holiday destination. Designed as a dynamic source of information for both visitors and agents, the solution was trained to diagnose and resolve common questions in near real-time, deflecting a significant portion of inbound traffic and allowing agents to focus on more complex issues. Using natural language processing (NLP) in both Spanish and English, the solution analyzes customer content from emails and chat sessions to understand their tone and intention. It then analyzes unstructured data from frequently asked questions (FAQs), training manuals and other systems to find an appropriate answer, helping customers decide on the best course of action by comparing, contrasting and ranking different options. For example, if a visitor purchases an extra museum ticket by mistake, the system may be able to issue a refund automatically. Over time, collecting data from each interaction, the cognitive engine can analyze patterns in how visitors experience the island, including where they visit, what problems they encounter, how they feel about different venues and where the island might improve.
Routine inquiry diversion reduces costs
The cognitive solution helps EPEL-CACT reduce costs in its customer care organization by diverting routine inquiries away from human agents and resolving them automatically. It also helps agents find information more quickly to help visitors solve more complex problems, reducing email response times and minimizing backlogs in the email, live chat and phone queues. As a result, EPEL-CACT has been able to boost customer satisfaction and improve the visitor experience across Lanzarote, encouraging repeat visits and strengthening the island’s reputation.
EPEL-CACT is transforming the visitor experience on the island of Lanzarote and strengthening its reputation as a world-class holiday destination by delivering customer care through cognitive computing. Using NLP, machine learning and sentiment analysis, the solution can understand customer inquiries and resolve many of them instantly, without waiting for a live agent. It also collects data on how visitors experience the island, analyzing their tone to identify areas in need of improvement.
In the past, customer care agents found it difficult to keep up with the constant stream of visitor questions and complaints, leaving large backlogs in email and chat queues. And they were often too inexperienced to resolve problems rapidly and to the visitors’ satisfaction. Now, visitors and agents alike have an app that can figure out what they need, deliver tailored responses and learn from the interactions to help create a frictionless, personalized experience on the island.
Ingesting unstructured data in the form of natural language queries typed or spoken by users, whether customers or agents, the solution returns appropriate answers by pulling from FAQs and other documentation. The solution can read and understand incoming email messages, automatically reply to live chat requests and escalate issues when human intervention is required.