View Project
What is the context?
Customer service at ‘Wonder-Airlines’ is known to be of the top quality in commercial airline business.
The people behind it are agents listening to their customers from all channels and responding to them swiftly.
What are the challenges an agent might face?
Require assistance in handling an incoming customer query
Pressure to answer customer queries quickly
Navigating knowledge base resource during customer queries
Difficulty in crafting a personalized response for different customers
Why should we solve these challenges?
Improved user experience for agents leads to:
Consistent and high-quality customer service, leading to increased customer satisfaction and loyalty.
Streamlined agent workflows and enabling them to handle queries more efficiently and resolve customer issues faster.
Boosted agent morale and job satisfaction, reducing turnover rates and ensuring a motivated and engaged customer support team.
How can we solve these challenges?
Enhancing the web platform for the agents where they can:
Handle customer queries efficiently and quickly
Ask from assistance from AI and other team members
Analyze knowledge base for reference to solve queries
Easily navigate through organized database of information