AbhiBus Achieved a 33% Increase in Agent Productivity after Moving to Live Chat Service
Company Size
1,000+
Region
- Asia
Country
- India
Product
- Verloop.io’s conversational support solution
Tech Stack
- AI-powered automated solution
- Machine Learning
- Natural Language Processing
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Machine Learning
- Analytics & Modeling - Natural Language Processing (NLP)
Applicable Industries
- Transportation
Use Cases
- Chatbots
Services
- Software Design & Engineering Services
About The Customer
AbhiBus is a leading online ticketing platform in India. Founded in 2008, this affordable travel provider is a pioneer in end-to-end software and value-added solutions such as e-ticketing, fleet management, vehicle tracking, passenger information and logistics management. As they scaled their services to provide technology solutions to state, national and international bus partners, they saw a steep rise in customer queries. The company has always turned to technology to offer unrivalled customer experience, be it on their ticketing platform or for their customer support service.
The Challenge
AbhiBus, a leading online ticketing platform in India, was facing a steep rise in customer queries as they scaled their services to provide technology solutions to state, national and international bus partners. The company needed an AI-powered automated solution that could maintain their excellent customer experience but with minimum human effort and at scale. Prior to implementing Verloop.io, AbhiBus engaged with customers on multiple platforms and agents were spending a lot of time to find and resolve queries.
The Solution
To address the challenge, AbhiBus leveraged Verloop.io’s conversational support solution which is built on proprietary ML and NLP algorithms. They built a comprehensive FAQ section to create a chatbot enriched with details and integrated it with their CRM. The automation of frequent and repeated questions, be it on ticket status or refund process, allowed customers to self serve and find accurate data, every time. With each passing question, the chatbot improved itself to increase efficiency and achieve human-like conversational skills. With Verloop.io, Agents could find all customer questions (across platforms) in one place, along with real-time customer information and previous chats.
Operational Impact
Quantitative Benefit
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