Go City scales fast customer support with conversational AI chatbots
Go City transformed an email-heavy support model into an AI-powered customer service powerhouse that increases chatbot containment, resolves issues in seconds, and enables agents to focus on delivering exceptional customer experiences.
When people are traveling, Go City wants them spending time exploring destinations, not waiting for customer support. But refund requests accounted for 40% of customer contacts, and the refund experience took an average of 10 hours to complete.
Working with Sprinklr, Go City introduced an AI-powered self-service refund experience that reduced the process from 10 hours to 10 seconds. As a result, agents no longer need to handle every refund request and can instead focus on the more complex cases where customers need human interaction, exceptions, and a deeper understanding of customer needs.
"Before, our agents were receiving all cases,” says Omar Ruiz, VP, Partner and Customer Care at Go City. “Now, our agents only get the cases that are really difficult, where the customer really needs that human interaction and also the capability to make exceptions and understand emotions." A previous chatbot solution contained 15% of inbound inquiries, while the Sprinklr AI chatbot contains 70% of those conversations, which represents a 367% increase in chatbot containment.
For Go City, the impact extends beyond speed. The company is creating greater efficiency for its teams while improving the customer experience. Looking ahead, Go City is exploring how GenAI can help move customer service from a reactive approach to a more proactive one that anticipates customer needs.
"We have this objective of being better for our customers, being better for our teams, and Sprinklr is allowing us to do that," says Ruiz.
