In the dynamically evolving world of aviation, Aéroports de Paris (ADP), catering to four major European airports, experienced an unprecedented surge in passenger numbers. This influx, combined with rising travel expectations, exerted immense pressure on ADP's customer service infrastructure. The challenges ranged from efficiently managing the ever-growing daily call volume of over 5,000, stemming from diverse reasons like flight schedules to professional inquiries, to the dire need for reducing the average wait time from its existing 4 minutes. Scaling adviser recruitment during peak periods and the inefficiency highlighted by a mere 11% call response rate further spotlighted the urgency. A balance between operational and customer service excellence became ADP’s primary focus, leading to their collaboration with AlloBrain.
- Handling High Call Volumes: With only 11% of the incoming calls being answered, the gap in efficient response became evident.
- Determining Call Priority: Deciphering between high and low-value calls to streamline them to the right resource, be it an automated solution or a human adviser, was paramount.
- Reduced Response Time: An enhancement in customer experience demanded a significant reduction in the prevailing average wait time.
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- Rapid Pre-Qualification with AlloBot: AlloBot's prowess allowed all incoming calls to be instantly pre-qualified. An in-depth review of a month's call history revealed 60 distinct call reasons, subsequently grouped into coherent categories.
- Seamless Call Automation: AlloBot, equipped with intricate human language understanding, achieved:
- Full management of low-value calls.
- Efficient routing of high-priority calls to tele-advisors, who were now armed with comprehensive call context for expedited solutions.
AlloBrain initiated a meticulously planned setup phase:
- Call Analysis with AlloIntelligence: A 2-week intensive analysis of incoming calls distinguished call subjects, their recurrence, and volume. This detailed insight led to the creation of a model tailor-made for ADP’s specific language and needs.
- Automation Decision-making: The analysis paved the way to identify 43% of call topics (accounting for 65% of total call volume) as feasible for full automation.
- Callbot Training: Historical exchanges enriched the callbot with ADP’s unique lexicon. In tandem, a connection to a live knowledge base and ADP’s internal systems ensured real-time, pinpoint responses.
- Impressive Call Automation: The integration of AlloBrain led to 60% of incoming calls being fully automated, enabling advisers to address more nuanced queries.
- Significant Reduction in Wait Times: The wait time experienced a sharp decline, from 4 minutes to a brisk 1 minute 20 seconds. AlloBot-addressed calls experienced virtually zero wait time, further amplifying the passenger experience.
In essence, AlloBrain's Callbot solutionwas a game-changer for Aéroports de Paris, orchestrating a seamless blend of modern automation and human touch. This synergy amplified operational efficacy and heralded a transformative era of heightened passenger satisfaction.