Automation of Support Flows
AI & Automation
Actively using AI and user research to automate booking and post-booking operations to drive cost reduction
Problem
High volume of repetitive customer support requests for post-booking modifications, straining support team and affecting response times.
My contribution
Analyzed support ticket patterns, designed AI-powered automation workflows, implemented self-service modification flows, and created intelligent routing system.
Outcome
Reduced contact ratios by 50%, improved CSAT by 20%, and enabled support team to focus on complex issues.
- 50% contact reduction
- 20% CSAT improvement
- 75% automation rate for modifications