{"id":113376,"date":"2023-04-05T16:34:58","date_gmt":"2023-04-05T11:04:58","guid":{"rendered":"https:\/\/yellow.ai\/case-study\/tiket-dot-com-supercharges-customer-experience\/"},"modified":"2023-11-28T12:47:10","modified_gmt":"2023-11-28T07:17:10","slug":"tiket-dot-com-supercharges-customer-experience","status":"publish","type":"case-study","link":"https:\/\/yellow.ai\/id\/case-study\/tiket-dot-com-supercharges-customer-experience\/","title":{"rendered":"Tiket meningkatkan pengalaman pelanggan dengan Yellow.ai"},"content":{"rendered":"\n
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<\/a>All Success Stories<\/a><\/p>\n\n\n\n

Tiket meningkatkan pengalaman pelanggan dengan Yellow.ai<\/h1>\n\n\n\n
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\"\"<\/figure>\n\n\n\n
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Founded<\/p>\n\n\n\n

2011<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Website<\/p>\n\n\n\n

www.tiket.com<\/a><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Saluran<\/p>\n\n\n\n

Situs web<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Bidang Penggunaan<\/p>\n\n\n\n

Poin Tiket, FAQ, Perubahan Tanggal\/Jadwal,<\/p>\n\n\n\n

Pengajuan Keluhan, Pengembalian Dana\/Pembatalan, Pembaruan Detail Wisatawan, PayLater, Informasi Kursi, Perjalanan, Bantuan, Dukungan Agen Live<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n<\/div>\n<\/div>\n<\/div><\/section>\n\n\n\n
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Tantangan<\/a><\/p>\n<\/div>\n\n\n\n

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Solusi<\/a><\/p>\n<\/div>\n\n\n\n

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Dampak<\/a><\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

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Tantangan<\/h2>\n\n\n\n
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Tidak dapat secara efisien menangani lebih dari 40 ribu pertanyaan tentang perjalanan setiap hari<\/h3>\n<\/div>\n\n\n\n
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Tiket menerima banyak sekali pertanyaan dari pelanggan yang berkaitan dengan penerbangan, hotel, kereta api, dan aktivitas setiap harinya. Sejalan dengan visi memberikan pengalaman pelanggan yang unggul, Tiket ingin mendorong efisiensi operasional dengan mengotomatiskan sebagian besar pertanyaan bersama opsi layanan mandiri, sekaligus tetap mempertahankan dukungan agen live.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

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Solusi: Agen AI dinamis \u2013 Travis<\/h2>\n\n\n\n
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1<\/p>\n\n\n\n

Layanan yang dipersonalisasi sesuai permintaan dalam skala besar<\/p>\n\n\n\n

Pelanggan Tiket kini dapat menerima penyelesaian instan atas 70\u201380% dari pertanyaan yang masuk dengan opsi layanan mandiri untuk layanan utama yang terkait dengan penerbangan, pemesanan hotel, pengembalian dana, dan FAQ dalam bahasa pilihan mereka. Mereka juga memiliki akses mudah ke penawaran promosi terbaru dan manfaat loyalitas yang mudah diakses. Percakapan dialihkan secara lancar ke agen manusia untuk pertanyaan yang lebih rumit.<\/p>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n<\/div>\n<\/div>\n\n\n\n
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02.<\/p>\n\n\n\n

Peningkatan kepuasan pelanggan<\/p>\n\n\n\n

Dengan otomatisasi yang didukung teknologi AI percakapan untuk CX, skor kepuasan pelanggan Tiket mengalami peningkatan 2x lipat. Berkurangnya beban pertanyaan rutin membantu para eksekutif layanan pelanggan menyelesaikan masalah rumit dengan empati dan efisiensi yang lebih besar. Tiket sering menggunakan Agen AI Dinamis Travis, untuk melakukan survei dalam rangka memahami kebutuhan pelanggan mereka dengan lebih baik.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n

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Dampak<\/h2>\n\n\n\n
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KEPUASAN PELANGGAN<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n %<\/span>\r\n <\/div>\r\n

<\/div>\r\n

Skor CSAT yang dicapai sejak bot digunakan<\/p>\n<\/div>\r\n <\/div>\r\n

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AKURASI BOT<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n %<\/span>\r\n <\/div>\r\n

<\/div>\r\n

dicapai selama penyelesaian
\ndalam 1 bulan terakhir<\/p>\n<\/div>\r\n <\/div>\r\n

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OTOMATISASI LAYANAN MANDIRI<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n %<\/span>\r\n <\/div>\r\n

<\/div>\r\n

dari semua pertanyaan bulanan diselesaikan tanpa bantuan agen<\/p>\n<\/div>\r\n <\/div>\r\n

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PENANGANAN LALU LINTAS TINGGI<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n M<\/span>\r\n <\/div>\r\n

<\/div>\r\n

pesan dukungan yang dipertukarkan dengan 62 ribu pengguna dalam satu kuartal<\/p>\n<\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n <\/div>\r\n<\/div><\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n

“Memperbaiki pembelokan kasus sehingga agen manusia dapat fokus pada tugas-tugas yang lebih rumit dan bermakna selalu menjadi tujuan kami. Platform percakapan pintar Yellow.ai memungkinkan kami melakukan hal tersebut dengan cara yang relatif mudah.<\/p>\n\n\n\n

Dalam kurun waktu satu tahun kerja sama kami dengan Yellow.ai, kami telah berhasil menghadirkan berbagai inisiatif, mulai dari FAQ dinamis “sederhana” yang didukung oleh pendeteksian maksud, hingga fitur-fitur canggih yang memerlukan integrasi API mendalam. Dengan senang hati kami sampaikan bahwa produk Yellow.ai kini menjadi kontributor penting bagi pengaktif otomatisasi kami.\u201d<\/p>\n\n\n\n

Rendy Dalimunthe<\/p>\n\n\n\n

CX Innovation Lead, Tiket.com<\/p>\n<\/div>\n\n\n\n

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