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.
USE CASE
- Customer Insight Analytics
- Prevention of overloads
- Collecting & analyzing Customer Feedback
NUMBERS
- 100 000+ mobile app users
- Available in 5 countries & languages
- Millions of interactions yearly
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.
“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.