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SPEAKER: Loveholidays is one of the UK's largest online travel
agencies and is also one of the country's fastest-growing
businesses.
With growth came the need to provide an amazing customer
experience at scale.
Loveholidays sought to share personalized and relevant
information with each customer based on a deeper understanding
of what their customers were actually looking for,
all while making the exchange of this information
intuitive and efficient.
That's why Loveholidays turned to Google Cloud Contact Center
AI.
So let's dive in to how they made this
happen with Tom Smith, telecommunications operations
manager at Loveholidays.
TOM SMITH: When building our virtual assistant, Sandy,
we started by very simply greeting our customers
and asking why they were contacting us.
Our primary goal has always been to create
a seamless and efficient experience, helping
our customers to get the information they require
as quickly and easily as possible,
rather than to attempt to deliberately deflect
or contain.
Initially, we listened to what our customers
asked for and passed them straight
through to our customer service team.
This approach allowed us to quickly gather
a lot of information around the needs of our customers.
And we were able to start grouping and categorizing
different customer intents.
Was the customer looking for a specific piece of information
about their holidays, like how to check in?
Or did they want to make an amendment to their booking?
We took these intents and started
to build them into Dialogflow using
the various different ways in which customers
would phrase questions to train the virtual agent.
Once the intents were defined, we created intent routes
to handle customer queries by matching their intents,
ensuring the virtual agent would identify
the purpose behind each interaction
and provide relevant answers.
We crafted responses that were informative and intentionally
broad, ensuring that as many customers as possible
received accurate information.
We extensively utilized the simulator within Dialogflow
to test various scenarios and outcomes
before deploying to the customer-facing environment.
We continuously monitored and evaluated conversations,
iterating Sandy's language and tone
to better suit our customers' preferences.
We invested in increasing Sandy's knowledge
to cover a larger range of intents.
And as Sandy grew, we dedicated significant time
to improving the customer experience,
using webhooks to pull an individual's booking data so
that we could provide a highly-personalized service,
addressing the customer by name, including
details around their destination and travel dates.
We are able to talk to the customer about the specifics
of their holiday, establish a personal connection,
and deliver accurate answers that instill confidence.
This heightened level of personalization
had an impressive impact, leading
to an increase in the number of conversations
that customers engaged in solely with Sandy without requiring
human intervention.
As we continue to invest in Dialogflow
and enhance Sandy's capabilities,
we anticipate this number to continue
to rise, solidifying Sandy's role as an invaluable automated
resource for our customers and our business.
SPEAKER: Building Sandy with Contact Center AI
help Loveholidays handle a 2,500% increase in demand
during the recent pandemic, resolving over
500,000 cases in just a year.
By building up Sandy, Loveholidays now
is able to automate servicing 55% of their customer
conversations, accomplishing work equivalent to 120
agents per day and saving Loveholidays over 3
million pounds in just a year.
To learn how you can integrate Contact Center
AI into your customer experience,
check out the links in the description below.