亚航利用人工智能聊天机器人提升客户体验
技术
- 平台即服务 (PaaS) - 应用开发平台
适用行业
- 航天
- 水泥
适用功能
- 质量保证
- 销售与市场营销
用例
- 对话机器人
- 时间敏感网络
服务
- 测试与认证
- 培训
关于客户
亚洲航空是旅游业的全球领导者，以其卓越的客户体验而闻名。它连续 11 年被 Skytrax 评为全球最佳低成本航空公司。亚航每年载客超过 1 亿人次，飞往 140 多个目的地，并计划大幅增长。该航空公司拥有强大的数字影响力，其应用程序拥有超过 330 万活跃用户。然而，随着乘客数量迅速增加，亚航在维持高质量的客户服务和支持国际客户群方面面临着挑战。
挑战
亚洲航空是旅游业客户体验领域的全球领导者，由于乘客人数迅速增加，其在维持高质量客户服务方面面临着挑战。尽管其应用程序拥有超过 330 万活跃用户，但缺乏自助服务解决方案意味着客户需要聘请现场代理来获取支持，导致平均等待时间为 45 分钟。对于时间敏感且紧急的查询来说，这尤其成问题。此外，对以当地时间和语言运营的语音呼叫中心团队的依赖使得亚航难以支持其国际客户群、建立新的联系并推动新的销售。
解决方案
为了应对这些挑战，亚航与 Ada 合作构建并推出了 24/7 多语言聊天机器人。该聊天机器人已集成到亚航的网站和应用程序中，为客户提供即时支持。该聊天机器人与企业后端连接，使客户能够检查航班更新、预订航班、回答有关亚航体验的关键问题、更新乘客信息以及将辅助产品添加到预订中，而无需现场代理。该聊天机器人在不到一个月的时间内推出，能够减少客户询问量，并将平均等待时间减少到不到一分钟。亚航还引入了 Facebook Messenger 和微信等其他渠道来提供客户支持。
运营影响
数量效益
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