Overheard at EdgeTier
Most of what we hear on customer calls is useful. Some of it is just lovely. We've rounded up the
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'.
Table of contents
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.
Reserve a Place at This Event
If you would like to book a place at this event, please click on the button below.
- Read more
- Read more
What’s New in EdgeTier? Q3 Product Update
From self-serve Sonar anomaly models to a smarter, shareable Ask Spotlight and a fully transparent QA dispute process, here's everything
- Read more
Conversational Analytics, Done Right (In Our Biased Opinion)
EdgeTier turns your customer conversations into a single connected system: it catches anomalies before they escalate, scores every agent interaction
Customer-Focused Leaders Trust EdgeTier
Robert Davies
Consultant
"You’ve got an issue, but you don’t know how many people are affected. You don’t know the scale. You don’t even know if it’s real."
Afroditi Pina
Director of Customer Service
"It has reduced the time for the quality assurance process as it provides clear data and a very robust direction on where to look and what matters the most."
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."
Ready to see results?
Let us help your company go from reactive to proactive customer support.
Unlock AI Insights