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Datacom - AVA – Airport AI Virtual Assistant and Analytics Solution

AVA – Airport AI Virtual Assistant and Analytics Solution for managing a growing volume of customer queries for Auckland Airport (AIA), the third busiest international airport in Australasia. More than three-quarters of all international visitors to New Zealand arrive here, with more than 19 million passengers having travelled through their terminals in the past 12 months.

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Increasing passenger numbers produce an increase in customer queries through to the airport’s customer service centre (CSC).  The CSC supports all customer (passenger and visitor) touchpoints and activities including parking and lounge services, and the airport’s rewards and recognition program, Strata Club. Datacom was selected by Auckland Airport to help develop an extension to our customer service platform that helps manage the growing volume of customer queries through real-time engagement with automated tools. 


Challenges:


Auckland Airport identified an Airport AI Virtual Assistant (bot)  as the tool to help manage the growing volume of customer queries and reduce inbound call volume.  The challenge was to develop a mechanism to gather the detailed interactions and deliver intelligence that would lead to continual improvement with outcome based analysis on interactions with customers.


The interplay between Datacom’s BI + AI approach fostered a climate which facilitated cross team ties across business functions to develop intelligent and efficient measurement and reporting processes for the AI Assistant (bot).   BI + AI enables human and Ava to work together to provide continual improvement to support customers.  Ava is enabling customers to self-support and get answers to their common queries at any time of the day or week, while the airports contact centre are able to provide more value-add support or handle more complex questions during operating hours. 


Early analysis is indicating a reduction in call volumes to the contact centre and Auckland Airport are getting valuable insights into what questions customers are wanting resolved.  Customer queries are continually being analysed, scored and revised as part of the business process to help ensure the AI Assistant  is optimised to answer common queries and those that require human intervention are passed to the call centre.



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