One of the leaders in sports and entertainment event ticketing, AXS, realized their call center staff could no longer handle the massive backlog of questions. They needed a fast solution that would help with the high volume of questions without sacrificing the quality of the customer experience.
Satisfi Labs has been a gamechanger for us!
With the implementation of Satisfi Labs’ conversational AI platform they were able to cut down live escalations to 6% of all traffic and maintain their high quality of service. How? Satisfi Labs builds industry specific Answer Engines that include a team of AI Assistants.
The AI Assistants can be trained quickly, as they learn from shared knowledge gathered across over 350 companies on our platform. AXS onboarded our Ticket Service Assistant quickly and with tremendous results. The Ticket Service Assistant increased customer satisfaction due to quick answers and 24/7 service, increased employee morale due to less workload and more fulfilling conversations with customers, and saved around $900,000.
One of AXS’ main priorities when turning to the Ticket Service Assistant was to reduce the bandwidth of their staff by cutting down on live escalation traffic.
So far, our Ticket Service Assistant helped AXS cut call center traffic significantly, bringing live escalations down to 6% of total traffic received.
It answered an amount of questions equivalent to adding 24 additional full-time employees, a saving that equates to around $900,000, far exceeding the ROI needed to make the AI Assistant their best hire yet!
As AXS cares deeply about the customer experience, there is always a quality concern when adding new tech. So far, AXS has gotten great feedback from customers, as they are now getting the answers they need much faster than when they were waiting on hold for a live agent to become available.
Data shows that customers are now taking advantage of 24/7 service, as 24% of questions have come outside of AXS’ hours of operation. Instead of these questions going unanswered, the AI Assistants took care of them.
Customer satisfaction has increased now that they can be sure their questions will be answered, even if it comes outside of business hours. Furthermore, AXS no longer misses out on any revenue-driving opportunities. With these customer benefits, AXS has maintained its status as ticket industry leader in customer satisfaction scores.
Before partnering with Satisfi Labs, AXS employees would often see the late afternoon come with a long backlog of queued messages for them to answer. Of course, long nights in the office answering repetitive questions led to overworked and uninspired employees.
Not only has AXS not laid off any employees, a common fear amongst companies digitizing their org chart, but they have actually seen an increase in their employees’ morales. Now, they can get home at a reasonable time, improving their work-life balance, and are answering more high-level and engaging questions, moving away from rote tasks to more fulfilling and stimulating engagements.
We have seen the benefits in terms of cost savings but more importantly, our employees have noticed the reduced workload and are happier than ever coming to work."
Like many other companies, AXS is seeing a spike in employee turnover, a phenomenon widely referred to as the Great Resignation. On average, AXS employees now stay for roughly 90 days, and a third of that is spent in training. Considering that employees are not well ingrained until 3 to 6 months, AXS is now seeing employees leave before they ever even become fully productive agents.
Training these employees faster is not a realistic solution, as the breadth of knowledge and quality of service needed takes time. The AI Ticket Service Assistant was brought up to speed in a matter of weeks, as it was trained based on common ticket support questions seen across our 350+ clients. All AXS Call Center had to do was provide on-brand answers.
With the help of AI Assistants, human training is also expedited as the scope of questions they need to know is reduced down to the more complex topics better suited for a live customer service expert. Now AXS can have peace of mind knowing that at least one sector of their org chart will not up and leave at a moment's notice.