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 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.
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.
“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.