Enhancing Customer Communication Efficiency via AI: A Comprehensive Case Study of Passo's Journey with Jetlink's AI Chatbot
Passo's Game-Changer: Pioneering Customer Communication with Jetlink's AI Chatbot
In an era where immediacy and efficiency are key to customer satisfaction, Passo, a dominant player in the ticketing industry, adopted Jetlink's Conversational AI. The intent was to bring about a significant revolution in its customer service operations and communication strategies.
94%
Accurate understanding rate
80K
conversations /monthly
on average monthly basis
92%
Resolve rate
Passo
Passo, Turkey's premier ticketing platform, is responsible for ticket and combined sales for 36 teams in the Super League and 1st League. Diversifying its services in 2019, Passo entered the world of event ticketing, now selling tickets for a plethora of events, including concerts, theatre performances, basketball games, and workshops. Operated by E-Kent Pass Systems and Ticketing Technologies Inc., Passo enjoys the recognition of being Turkey's highest revenue-generating ticketing platform
Industry: Ticketing
Company size: Enterprise > 1000 employees
HQ location: Istanbul, Turkey
Products & Services used
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Conversational AI engine
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Web Messenger
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Mobile App Integration
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Project Objectives
Upon establishing a collaboration with Jetlink, Passo ventured into the realm of AI by introducing an AI-driven virtual assistant. This cutting-edge solution now expertly handles approximately 92% of conversations that previously required call center support.
This strategic shift has dramatically reduced the workload on the call center personnel, allowing the AI to serve over 400K users since its implementation that is almost 7 months as of today. Even in its early stages of deployment, the Passo Assistant boasts a remarkable comprehension rate surpassing 90%, illustrating its continuous learning and improvement capabilities and attracting increased user engagement each day.
" Jetlink Conversational AI Platform has different solutions for our different needs. While we are answering hundreds of customer questions with the AI bot, we can also notify our visitors about our campaigns with proactive messages. "
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Sinan Ä°mamoÄŸlu
BaaS & Open Banking Business Development Manager
Solution
The chatbot integration has delivered multifaceted benefits to Passo's customer service operations. It not only alleviated the burden on the customer service team but also provided a robust system for instantaneous responses to user inquiries, freeing up the team's time to address more complex issues. The AI-driven chatbot's swift and accurate response mechanism significantly reduced transaction times and allowed Passo to broaden its user base.
The chatbot has also made it easier for new users to familiarize themselves with the Passo platform, enhancing user experience, and increasing customer satisfaction by providing 24/7 support.
Moreover, the valuable data extracted from the chatbot-user interactions has been instrumental in the continuous development and refinement of the platform. The analytics derived from this data ensures that the platform evolves in line with user demands and expectations, facilitating an environment of constant innovation.
Achievements
The implementation of the chatbot resulted in several significant achievements, including: Improved efficiency:
The chatbot was able to handle a significant percentage of customer inquiries, freeing up customer service representatives to focus on more complex inquiries. On average, the chatbot was able to resolve 90% of inquiries without the need for human intervention.
Increased accuracy: The chatbot's understanding rate improved from 88% to 94% within a year of implementation, meaning that it was able to accurately understand and respond to a wider range of customer inquiries.
Reduced response times: The chatbot was able to respond to inquiries within seconds, significantly reducing response times compared to traditional customer service methods.
High resolution rates: The chatbot was able to resolve 92.73% of all inquiries it received, ensuring that customers received timely and accurate responses. Increased customer satisfaction: The chatbot received positive feedback from customers, with many stating that it was easy to use and provided helpful responses.
Conclusion
Passo's roadmap for the future is replete with exciting enhancements. The company plans to augment the chatbot's features and capabilities, integrate more sophisticated AI and learning algorithms, and offer broader language support. Through these planned upgrades, the Passo platform aspires to solidify its dominant position in the industry, continually improving the quality of its service to meet the evolving demands of its users.
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