customer_support · logistics · workflow
Verint Intelligent Virtual Assistant helps anonymous leading travel company generate over $4.5 million during COVID-19 pandemic
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer submits COVID question
Thousands of customers sought insight into canceled trips, route changes, safety protocols, and other pandemic-affected services.
Tools used
Verint Intelligent Virtual Assistant
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.
Results
Volumemore than a 30 percent
Cost replacedover $4.5 million
Grounding & classification
Source type: vendor customer story
23 fields verified against source quotes.
chatbotconversational aisentiment analysischat transcriptmetric backedproduction runtime claimedtools describedvendor confirmedworkflow describedtravelcustomer satisfactionrevenue increasethroughput increasevendor customer storycall center aicustomer supportautonomous resolution