Case Study

92% CSAT Growth
Chatbot Success Story
with ContactPoint360

Result (In 30 days)

92.59%

CSAT Growth

80%

Containment Rate Growth

21%

Agent hand-offs Reduced

Overview

Aiming to further enhance customer interactions, a distinguished low-cost domestic Canadian airline identified an opportunity for chatbot performance optimization to improve chatbot performance. The existing chatbot had been experiencing delays in generating swift responses to customer queries, inadvertently leading to increased waiting times for fundamental information, including flight statuses, online check-in details, reservation updates, and delay or cancellation notifications. As a result, customers preferred to speak to a live agent instead of the bot.

In a proactive move towards innovation, the airline collaborated with ContactPoint360 to craft an enhanced iteration of the chatbot. This strategic approach aimed to significantly decrease customer waiting times, streamline critical processes, and improve chatbot performance.

Learn how by pooling expertise from diverse domains and reimagining functionalities, we transformed the chatbot into a robust and reliable customer support asset.

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Sheetal Kuchekar
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