How is it possible that a chatbot powered by generative AI can automate 88% of customer conversations, while increasing CSAT from 50% to 70%?
That’s exactly what air up® have managed to achieve using DigitalGenius. Prior to switching on generative AI, air up® had a button-based chatbot that was fully automating around 50% of customer conversations, with a CSAT of 50%.
On November 5th 2024, Thomas Staudte and Bogdan Maksak gave a talk to Unleash CX in Amsterdam to explain how this was possible.
You can watch the talk below, but scroll past for the summary.
Air up® worked hard to nail their tone of voice to match their brand, which is young, fun and exciting. Their chatbot looks to mirror how customers speak, including matching their use of emojis
Adding generative AI into emails means that customers can get accurate responses to multiple questions within 2 minutes, something an agent would not be able to do.
Implementing a generative AI chatbot immediately caused an increase in tickets as customers started to play around with it. It was therefore important that air up had someone in place to address the questions.
It is important to set expectations with customers, because generative AI can take longer to process than button or templated responses. Air up assured customers that the chat would be worth the wait, and saw abandoned chats drop significantly.
By connecting the chatbot to air up’s product database, it is able to recommend different flavours to customers, turning customer service into a sales machine.
To be truly useful and to maximise the impact of generative AI, deep integrations into your tech stack are essential.
Interested to see how you can transform your CSAT and improve ticket resolution rate? Take a look at air up's chatbot, and afterwards speak to DigitalGenius today.
