How Hopper scales phone support with a genAI voice assistant
Travel brands face the challenge of scaling phone support to handle diverse and complex inquiries. Hopper, an online travel agency, partnered with PolyAI to deploy a conversational AI voice assistant that answers numerous FAQs and transfers calls to agents when necessary.
The PolyAI assistant uses Retrieval Augmented Generation to access Hopper's knowledge base and create personalized responses. It understands customer intent despite phrasing or noise, resolving 15% of inbound calls, offering 24/7 support, and allowing agents to focus on complex queries.
Read the full case study to see how Hopper enhances customer experience with PolyAI's AI technology.
- Vendor:
- AWS
- Posted:
- Oct 22, 2024
- Published:
- Oct 22, 2024
- Format:
- Type:
- Case Study
