SAYINT: Helps Europe's Largest OTA to Improve its Customer Interaction

Category: Artificial Intelligence   |   Presented By: Sayint

Sayint allows us to record every inbound and outbound call into the call center and then translate these into written words, so that they can be data mined using the latest big data Artificial Intelligence algorithms. Sayint has allowed us to create sentiment algorithms weighing basic factors such as calllength, hold times, silences etc and then overlay them with scoring based on the presence of both positive and negative phrases.The tool also allows managers to walk through calls with an agency, drilling down in the written conversational record to where that negative phrase occurred, so they can then listen to that exact section of the call andcoach a better approach.This has allowed us to focus management review and training precisely where it was needed, which in turn has increased the average satisfaction levels on non-booking calls by 26 percent, as well as increasing call center conversion by 15 percent.It is, however, the improvement in satisfaction levels on non-booking calls that the Europe’s largest online travel agency continues to focus on because this is both where its ability to increase profits lies and the biggest numerical influence on its average review scores in sites like Trust Pilot and Feefo.