Customer support · Production

Verint Intelligent Virtual Assistant helps anonymous leading travel company generate over $4.5 million during COVID-19 pandemic

The problem

A leading travel and transportation company faced a surge of customer inquiries about canceled trips, route changes, and safety protocols during the COVID-19 pandemic, while many call center employees transitioned to remote work and travel came to a near standstill.

Workflow diagram · grounded in source
1
Customer submits COVID question
trigger
“Inundated with questions from thousands of customers seeking insight into canceled trips, changes to routes, safety protocols, and other services affected by the pandemic”
2
IVA responses updated with COVID info
feedback_loop
“The travel leader worked quickly with Verint's professional services team to update the virtual assistant's responses with real-time information on coronavirus-related questions”
3
IVA routes to information webpage
routing
“it used the technology to direct people to a webpage with relevant information about service impacts, cancellation policies, and ongoing updates for the rapidly changing situation”
4
IVA fields follow-up questions
ai_action
“After leading customers to the webpage, the virtual assistant remained on the screen to field any additional questions”
5
Customer sentiment analysis
ai_action
“the travel leader initiated a customer sentiment analysis to gain deeper insights into how customers feel and what they want to know”
6
Response adjustment from insights
feedback_loop
“With this knowledge, the travel leader rapidly evolved with the ever-changing situation and adjusted the virtual assistant's responses”
7
IVA deployed on mobile channel
integration
“deploying the technology on mobile during such an unpredictable time helped extend the company's information updates and service capabilities”
Reported outcome

The IVA generated over $4.5 million in revenue during the first seven months of the pandemic, supported more than a 30 percent increase in mobile traffic, and helped the company achieve more than a five percent boost in positive survey ratings.

Reported metrics
Revenue generated during pandemic first 7 monthsover $4.5 million
Mobile traffic increasemore than a 30 percent
Positive survey ratings boostmore than a five percent
Total questions addressed by IVA (cumulative historical)more than 30 million
Show all 6 reported metrics
Revenue generated during pandemic first 7 monthsover $4.5 million
Mobile traffic increasemore than a 30 percent
Positive survey ratings boostmore than a five percent
Total questions addressed by IVA (cumulative historical)more than 30 million
Total bookings facilitated by IVA (cumulative historical)over 650,000
Total revenue generated by IVA (cumulative historical)nearly $40 million
Reported stack
Verint Intelligent Virtual Assistant
Source
https://www.verint.com/case-studies/helping-a-leading-travel-company-during-unprecedented-times-a-covid-19-response-success-story/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

The IVA generated over $4.5 million in revenue during the first seven months of the pandemic, supported more than a 30 percent increase in mobile traffic, and helped the company achieve more than a five percent boost…

What tools did this team use?

Verint Intelligent Virtual Assistant.

What results were reported?

Revenue generated during pandemic first 7 months: over $4.5 million; Mobile traffic increase: more than a 30 percent; Positive survey ratings boost: more than a five percent; Total questions addressed by IVA (cumulative historical): more than 30 million (source-reported, not independently verified).

How is this customer support AI workflow structured?

Customer submits COVID question → IVA responses updated with COVID info → IVA routes to information webpage → IVA fields follow-up questions → Customer sentiment analysis → Response adjustment from insights → IVA deployed on mobile channel.

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