With a high call volume and an extensive amount of documentation—almost 1,000 PDF files—to search through, the agents were spending an average of two to three minutes trying to find the answers to customer questions. "[First], the agent has to have the experience to know which document they have to read through—which can include six to eight documents," said Raam Govind, Engagement Manager at Tiger Analytics. "Then they have to put the customer on hold, read through the right document, and respond to the customer."
Though the knowledge base was full of information, the initial tool was built for more basic search functions—which impacted the accuracy of responses. "In the past, our main goal was to obtain information, and efficiency was not a major concern. Simply being able to access information was considered a great success," Fajardo said. "However, if the search term was not included in any of the available materials, the tool was not able to provide any useful information."
To provide a better experience for the airline's agents and customers, Inspiro needed a more robust tool to drive both efficiency and accuracy for the support and reservation process.