Interhome streamlines multilingual email analytics with Born Digital

Interhome streamlines multilingual email analytics with Born Digital

Interhome is a leading provider of vacation rental accommodations with over 50 years of experience in the industry. Founded in Switzerland, the company offers a wide range of holiday homes, apartments, and chalets in prime destinations across Europe. With a focus on customer satisfaction and local service, Interhome ensures travellers have access to support 24/7.

In order to further enhance customer experience, Interhome’s Customer Experience Center (CEC) in Prague decided to integrate Born Digital’s AI solution, which enables efficient analysis of customer communication, optimizing service and saving valuable time through automation.

 
Interhome streamlines email communication with AI

Interhome streamlines multilingual email analytics with Born Digital

Interhome streamlines email communication with AI

Interhome is a leading provider of vacation rental accommodations with over 50 years of experience in the industry. Founded in Switzerland, the company offers a wide range of holiday homes, apartments, and chalets in prime destinations across Europe. With a focus on customer satisfaction and local service, Interhome ensures travellers have access to support 24/7.

In order to further enhance customer experience, Interhome’s Customer Experience Center (CEC) in Prague decided to integrate Born Digital’s AI solution, which enables efficient analysis of customer communication, optimizing service and saving valuable time through automation.

Use cases

Deep customer insight analytics

Channels

Multilingual email routing & analysis

Benefits

Reduced manual and repetitive tasks

The challenge

With 8 active operational languages, CEC Interhome faces complex multilingual communication demands coming from both B2C and B2B channels. In today’s fast-paced digital environment, the ability to quickly respond to customer inquiries and prioritize urgent issues is crucial in customer service, as it significantly enhances customer satisfaction and builds trust in the brand’s commitment to their needs. Also, being able to identify and act upon customer’s pain points is a must. Therefore a solution was needed to avoid manual, repetitive tasks for the staff, prevent delays in response and to provide an in-depth insight into customers’ needs and issues. 

 

Interhome CX Cetner, Prague, Success Story

Consequently, the search for a solution led to the adoption of Born Digital’s AI Conversation Analytics for the email channels, proving to be an excellent choice.”

Jana Šnajdrová, Director of Customer Experience at Interhome 

The solution

Born Digital’s email processing tool empowers CEC Interhome to swiftly categorize incoming emails and route them directly to the appropriate personnel. Email topics are being identified and the communication is further analysed for customer sentiment. 

Furthermore, the solution allows to closely monitor and analyse the performance of specific teams and individuals, including outbound emails analysis in order to assess the effectiveness and quality of provided answers, and to evaluate customer sentiment at the conclusion of each interaction. This functionality might greatly assist in identifying and addressing any inefficiencies. 

We have been receiving high volume of emails and in the past we lacked the necessary insight into the topic clusters and recurring issues. With Born Digital’s AI analytics, we can pinpoint underlying customer concerns and ensure the improvement will be made. It allows us to identify and address customer pain points promptly and more efficiently,” Jana Šnajdrová explains further.

Through Born Digital’s solution, Interhome can target process improvements and continuously enhance the customer experience.

 

The impact

50+

hours per week saved for agents

40000+

emails analysed monthly

10+

languages analysed

Interhome is currently exploring further projects with Born Digital, particularly the potential for NPS analysis and a multilingual chatbot. 

Want the same success for your team? Get in touch with our AI experts for a non-binding consultation.

Gopass is handling unexpected peaks in customer service thanks to conversational AI

Gopass is handling unexpected peaks in customer service thanks to conversational AI

GOPASS is part of the Tatry Mountain Resorts Group, which is the largest operator of mountain resorts and tourist services in the CEE region. 

GOPASS accompanies customers from the first visit or purchase throughout all sales points and services – thus creating plentiful opportunities for continuous improvement of customer experience.

GoPass's Virtual Agent Boosts Customer & Agent Satisfaction alike

GOPASS is part of the Tatry Mountain Resorts Group, which is the largest operator of mountain resorts and tourist services in the CEE region. 

GOPASS accompanies customers from the first visit or purchase throughout all sales points and services – thus creating plentiful opportunities for continuous improvement of customer experience.

Phone

USE CASE

  • Customer Insight Analytics
  • Prevention of overloads
  • Collecting & analyzing Customer Feedback
Numbers

NUMBERS

  • 100 000+ mobile app users
  • Available in 5 countries & languages
  • Millions of interactions yearly
Strong

BENEFITS

  • Predictive Analytics
  • Lower waiting times
  • Prevention of overloads

Challenge

Millions of customers are using GOPASS yearly and the peak periods are extremely seasonal, especially during winter months. In peak season, GOPASS receives hundreds or even thousands of customer requests within 2-3 hours. Those requests often have an urgent status and need to be resolved immediately.

“This volume of requests is impossible to handle with the usual number of employees covering the shift. On top of that, the long waiting times during peak periods had a negative effect on customer experience,” Head of Customer Services & Relations at GOPASS, Martina Sýkorová, explains.

Therefore, GOPASS started looking for solutions that would help them predict these peak periods. Having that knowledge, they could adjust the shift-scheduling accordingly and at the same time automate the interactions which do not require an operator’s intervention.

 

Matěj Lackovič, Managing Direat GOPASS adds

“Thanks to the predictive analytics of Born Digital platform, we are now able to predict, and therefore cover the unexpected peaks. By doing so, we are preventing our customer service from the overload.“

Matěj Lackovič, Managing Director GOPASS adds

Solution

To cover unexpected peaks, the Born Digital solution includes both the Customer Insight Analytics as well as the Virtual Agent for voice channels. Thanks to the analytics, GOPASS can analyze in real-time what the reasons for customer interactions are and identify opportunities for process improvement.

GOPASS can work with a complete set of data, including technical (duration, time in queue) and call classification data with collected customer feedback. All of that in a clear interface and uncluttered dashboard showing summary data as well as enabling drill down to individual recordings.

“Thanks to the predictive analytics of Born Digital platform, we are now able to predict, and therefore cover the unexpected peaks. By doing so, we are preventing our customer service from the overload, and the waiting times are significantly lower,” Sýkorová adds.

 

Impact

3500+

interactions analyzed monthly

2000+

voice bot interactions monthly

Hundreds

of customer feedback collected monthly

The Virtual Agent also handles routine requests, freeing up the operators for more important interactions. For example, if the cabins are not running because of extreme weather conditions, the voice assistant informs customers with a Fresh Track Ticket for that day (via an outbound campaign). On top of that, it gives them all the necessary information on a refund for their ski pass or the possibility of rescheduling the ticket for another day.

If customers need to resolve more complex issues, they are immediately redirected to a responsible operator. However, at the end of the call, customers are again connected with a voice assistant who collects feedback on the problem’s resolution. “The collected feedback is automatically added to the analytics of that particular recording. Which is extremely helpful,” Lackovič concludes.

“We can now make data-driven decisions and improve our services much faster. And most importantly, in alignment with real customers’ needs,” Matěj Lackovič, Managing Director at GOPASS adds.

Want the same success for your team?

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