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Customer Service for leading US tourist attraction

Customer Background

A leading tourist attraction in South California was looking to improve its customer engagement in a cost effective manner. The platform was to scale for 500,000 website visitors

A8 Solution

  • We deployed a chatbot hosted on the customer website and on Facebook Messenger that would understand user intent and surface related questions
  • 150 user needs (intents) were mapped across access, tickets, attractions, special needs & parking. Around 500 entities were handled including electric charging, discounted tickets & offers
  • Quarterly tuning planned to recalibrate for user questions and expectations

Value Created

  • Platform scales flexibly during volume spikes and are able to provide real time support to over 80% of user queries
  • Improved user satisfaction with higher levels of engagement. Facility staff are able to focus on complex queries
  • Self-learning has improved both accuracy of responses and improved performance with learning

Benefits

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4x

Reduction in cycle time.
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50%

Lift in efficiency
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15%

Rise in customer satisfaction.