Netomi
Case Studies
Megabus Enhances Customer Experience with AI-Powered Email Bot
Overview
Megabus Enhances Customer Experience with AI-Powered Email BotNetomi |
Automation & Control - Electric Drives & Control | |
Automotive | |
Sales & Marketing | |
Public Transportation Management Time Sensitive Networking | |
Operational Impact
The introduction of Chuck, the AI-powered email bot, had a significant impact on Megabus's operations. Not only did it help manage the surge in customer queries during the pandemic, but it also improved the working conditions for the customer service agents. Before Chuck, agents were providing repetitive answers to the same questions, which was monotonous and unfulfilling. With Chuck handling the routine queries, agents were able to focus on more complex issues and truly become customer experience specialists. This change not only improved the efficiency of the customer service team but also boosted their morale. Following the success of Chuck, Megabus plans to expand the reach of customer support AI, including multilingual capabilities and handling more use cases across more channels. | |
Quantitative Benefit
Contacts via email doubled, reducing the reliance on cost-intensive phone channels. | |
The contacts per customer fell, indicating improved efficiency in handling customer queries. | |
Email response time decreased from three business days, improving customer satisfaction. | |