Overview
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AirAsia's Transformation: Reducing Wait Time by 98% through AutomationAda |
Aerospace Cement | |
Sales & Marketing | |
Chatbots Leasing Finance Automation | |
Operational Impact
The implementation of Ada's automation as the first line of support led to a significant improvement in AirAsia's customer service. The average wait time was reduced to less than a minute, a reduction of 98%. The chatbot was able to handle a large volume of interactions, freeing up live agents to handle more complex issues. The chatbot also enabled support in eleven languages, expanding the company's ability to connect with international audiences. The automation also provided new data, with over 20 million interactions annually, helping AirAsia to understand and improve the customer experience. Furthermore, the chatbot was able to upsell and cross-sell ancillary products, leading to an 8x increase in sales of these products. | |
Quantitative Benefit
75% of all brand interactions solved without a live agent | |
CSAT improved from 60% to 90% | |
Customer wait times reduced to less than 1 minute | |