Bravo Os­car Tango

Air New Zealand

New Zealand Marketing - - Gold Award Winners -

The big­gest stress fac­tor when trav­el­ling, is time, ac­cord­ing to cus­tomer feed­back, so Air New Zealand cus­tom-built an ar­ti­fi­cial in­tel­li­gence-backed chat­bot, Os­car to sup­port cus­tomers in real time.

In his first week, Os­car an­swered 7% of cus­tomer ques­tions. On a busy day, he chats to more than 1000 peo­ple and can re­solve 67% of queries across 350+ sub­jects of in­creas­ing com­plex­ity.

Os­car not only en­ables front-line staff by au­tomat­ing rou­tine tasks, his knowl­edge can be up­dated im­me­di­ately to ad­dress new cus­tomer needs. He also acts as a valu­able insight cap­ture tool, pro­vid­ing real-time feed­back on where im­prove­ments can be made across cus­tomer touch­points.

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