Synthetix has successfully deployed another smartAgent into the Travel and Tourism sector for Low Cost Holidays. Visitors to http://www.lowcostholidays.com
click on the Help & Information tab and are connected with a smartAgent which is there to answer queries twenty-four hours a day, seven days a week. The smartAgent has been implemented to improve the customer experience and reduce the routine inbound enquiries (both e-mail and calls) to their contact centre. It was launched at the time of the volcanic ash crisis and immediately became one of Synthetix busiest deployments. Additional comments by developer Synthetix:
The smartAgent allows users to ask natural language questions about holiday destinations and pre/post booking queries whilst also navigating them around the website. In addition, the agent template displays those questions which are asked the most, to provide customers the quickest route to answers. The smartAgent also has a number a pre-programmed conversational goals to attempt to increase sales and impart essential information. The smartAgent has a wealth of knowledge, users can ask "What is my baggage allowance", "When will I receive my tickets?" or even "What terminal am I flying from?".
Low Cost Holidays are also using the Synthetix.info service to analyse visitors' wants and needs by looking at the questions they ask. The use of the conversational logs and analysis will allow Low Cost to better serve both their online and offline customers and make sure that the tool always has up to date information.
If you want to interact with the smartAgent on the Low Cost Holidays site, you can click on the Help and Information tab at http://www.lowcostholidays.com
- otherwise why not talk to Jean and find out what a Synthetix solution can do for your company.
How smartAgent is helping
Answering customer queries without having to phone or e-mail
Reducing CRM costs
Improving customer satisfaction and loyalty
Providing a feedback mechanism for customer wants and needs
Providing a mechanism to optimise online and offline content