OUTLINE THE IMPLEMENTATION. WHAT STEPS DID YOU TAKE?
A: The first step was to integrate all our customer service cells into a single area with unified KPIs and training. This allowed us to build one multiskilled team that could scale.
From there, we moved into digital channels, including an AI bot that could contain a percentage of conversations. When the bot was unable to resolve issues, we used selected channels that enabled us to respond more efficiently, handling multiple conversations simultaneously 24 / 7.
These features and methods improved the CX by being faster and eliminating the need to repeat the conversations as in traditional email and voice channels.
Finally, we implemented a push-notification strategy so customers could proactively self-manage instead of reacting after the fact.
HOW DID YOU INTEGRATE THE DIGITAL CHANNELS WITH THE VOICE CHANNEL?
A: We reserved the voice channel for sales calls and gradually migrated all service calls to digital channels. In the IVR, we added deflection options so customers could manage their own requests or be assisted through digital channels.
HOW DO YOU RESPOND TO CUSTOMERS’ INQUI- RIES WITH THE AI TOOLS?
A: On the Live Agents platform, we use an AI-managed assistant that provides accurate, on-the-spot answers based on our policies and the customers ' language( English or Spanish).
ARE YOUR IN-PERSON COUNTER AND GATE CUSTOMER SERVICE STAFF CONNECTED TO THE PLATFORM AND TOOLS? DID THIS CHANGE WITH DIGITAL TRANSFORMATION AND IF SO, HOW?
A: Yes. They are connected to the platform and tools to ensure they have all the information to solve customer requests. When we made the digital transformation the airports’ staff engaged with more prepared customers, so, as a result, the time they spend at the counters and gates is less.
WHAT, IF ANY ISSUES, DID YOU ENCOUNTER AND HOW WERE THEY RESOLVED?
A: Like any digital transformation, ours required a mindset shift. The agents’ resistance has faded as we have involved them in the solution: and they have seen that their work has become easier.
We created an AI filter for agents:
• Incoming messages are summarized by AI.
• AI consults internal policy databases to ensure up-to-date responses.
• It suggests a reply.
• It translates if needed.
• The agent simply reviews and sends.
What used to take 10 minutes- reading, translating, checking policies, drafting a reply- now takes seconds.
WHAT HAVE BEEN THE RESULTS?
A: The“ Triple Crown” of CX. Consistent digital conversation ' s growth, improved CSAT, and reduced costs. We’ ve also seen a decrease in voice volume as our customers switched to digital.
WHAT ARE YOUR NEXT STEPS FOR YOUR CUSTOMER SERVICE?
A: The next steps are to continue implementing AI use cases that allow customers to self-manage without having to wait in line, provide an experience as if they were interacting with a real person, and to better understand our customers to provide personalized service. " LIKE ANY DIGITAL TRANSFORMA- TION, OURS REQUIRED A MINDSET SHIFT. THE AGENTS’ RESISTANCE HAS FADED AS WE HAVE INVOLVED THEM IN THE SOLUTION: AND THEY HAVE SEEN THAT THEIR WORK HAS BECOME EASIER."
WHAT RECOMMENDATIONS DO YOU HAVE FOR OTHER CONTACT CENTERS THAT ARE LOOKING TO MAKE A SIMILAR TRANSFORMATION JOURNEY?
A: I recommend starting step by step: identify the repetitive processes customers request most and work on making them more efficient. Little by little- and without stopping- you will see results quickly.
AT A GLANCE
1. Number of agents--342
8 CONTACT CENTER PIPELINE