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CCMA Members Forum – CarTrawler & Edgetier – Using AI to deliver seamless customer experiences and drive commercial results
CarTrawler & Edgetier breakfast briefing on 'using AI to deliver seamless customer experiences and drive commercial results'.
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Date: 19/02/2020
Venue: Dundrum Business Park, Unit 1 – 4 Classon House, Dundrum Road, Dublin 14, D14 R7V2
CarTrawler is the world’s leading B2B technology provider of car hire and mobility services to the travel industry. Providing support to its business partners and their clients via live chat in multiple languages, 24/7 and across multiple time zones while also providing a great customer experience was a challenge and expensive.
Winners of the award for Best Use of Technology – Tactical Project at the 2019 CCMA Awards, at this CCMA members forum CarTrawler with their partner Edgetier developed ‘Arthur-ficial’ a homegrown, cost effective solution that allows agents to support clients in other languages using real time translation and AI-enabled query prioritisation and routing. This solution has delivered real measurable efficiency, quality and financial benefits while adding capability to the CarTrawler core offering. This has directly addressed resourcing challenges and supports non-native speaking agents.
Providing agents with the right tools and information in real-time is key. CarTrawler faced the challenge of developing a new system to manage multi-lingual webchat which would support agents across their sites, provide detailed reporting and evolve with the business.
At this members forum CarTrawler and Edgetier will share how using AI enabled them to deliver seamless customer experiences and drive commercial results.
Timings for this breakfast briefing event are 8.30 to 10.30 a.m.
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Customer-Focused Leaders Trust EdgeTier
Quentin Bottner
Head of Continuous Improvement
"We’re a big business, so getting the right people to agree and fix something hasn’t always been easy. Now we’ve got one version of the truth—it’s much easier to align and act"
Deborah Guivisdalsky
COO
"We now have highly detailed understanding of agent performance, not just on key agent metrics, but also on how customers react to our agents and the emotions of our customers feel when talking to our team."
Debbie Duggan
Contract Manager for Customer Solutions
"We thought at the time that we were putting the customer at the fore. We thought we were doing things right. But in hindsight, we really weren’t because we had no real-time insights whatsoever into customer issues."
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