Kayak is your Go-To for easy Flight, Hotel, and Car booking. Recognized for its comprehensive search engine, where customers can compare prices to select the best deal.
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SOX compliance in Settlement process automation
Success rate of bot case completion
For functional release of OBT, RTS and OGS
The Challenge
Kayak positions itself simply as a search engine, offering flight tickets and experiences from various airlines, travel agencies, and distributors.
However, Kayak also offers flights under its own brand. It has a great platform with excellent traffic, yet there is no Kayak’s own booking system.
They’ve decided to find someone to take over the pre/post-sale customer support and query processing. That’s when TripRobotics stepped in to fully serve the Kayak brand, assisting with booking and processing.
What did TripRobotics do
Integration with Kayak’s Systems
To seamlessly serve Kayak, we integrated our systems with theirs. This involved adapting our CRM system to the company’s needs and preferences. We’ve used a personal approach and discussed exactly what was demanded. By connecting our booking and query systems to Kayak’s platform, we’ve ensured a seamless and efficient flow of information.
Advanced AI Solutions Integration
TripRobotics initiated the process by comprehensively understanding Kayak’s technological needs. We recognized that Kayak wanted to enhance its offerings by integrating advanced AI solutions for customer support, including chatbots and automated query processing and successfully covered this aspect.
Streamlining Customer Support
We implemented a streamlined customer support process that catered to Kayak’s customers. This included handling booking inquiries, addressing customer concerns, and assisting throughout the travel journey. We’ve used a hybrid approach, where the AI assistance and F.A.Q would resolve most requests section. Only very specific cases were referred to our experienced agents.
Quality Assurance
We established a never-ending quality assurance process to maintain the high standards Kayak is known for. With the assistance of AI, this involved regular monitoring, feedback collection, and performance evaluations to continuously improve the customer experience.
The Results
- Faster response times.
- 24/7 availability with AI-driven chatbots and automated query processing.
- Personalized Customer Experiences: Tailored recommendations and support for heightened customer satisfaction.
- Scaling AI systems to handle growth in customer base, regions, and languages.
- Consistency: AI quality assurance processes reduced errors and improved accuracy.
- Leadership: Kayak became a recognized innovator in the travel industry.
- Cost Savings: AI-driven automation reduced customer support costs.
