San Francisco, CA, USA, Oct, 2020 -- As passengers scoured Ethiopian Airlines' website to adjust or cancel flight itineraries amidst COVID-19 travel restrictions and bans, its contact center agents knew precisely how and when to intervene.
Genesys(R) Predictive Engagement, an application that leverages artificial intelligence (AI) and machine learning, helped the airline use real-time statistics and data to engage passengers in more efficient, personalized interactions. Even as companies in every industry have struggled with long customer support hold times throughout the pandemic, Ethiopian Airlines has successfully reduced the average dwell time for its passengers. This is the result of using customer data and insights to provide more relevant and timely service.
"We knew we were missing out on revenue from thousands of prospects browsing and leaving our website," said Getinet Tadesse, CIO at Ethiopian Airlines. "Genesys Predictive Engagement has enabled us to capture significantly more website window shoppers. Conversion rates rose by 14% in the first two weeks and by 49% at the six-week stage. And, we've only really scratched the surface of what the tool can do."
"Today, Genesys Predictive Engagement connects an innovative chain of actions, including past customer events, profile information and history, across multiple systems and channels, such as web and mobile, providing richer behavioral data," said Olivier Jouve, executive vice president and general manager of Genesys Cloud. "This enables organizations to deliver even more personalized offers and service while improving important business KPIs like lead conversion rates, for example."
Posted by Veronica Silva Cusi, news correspondent
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
About Ethiopian Airlines:
The biggest and most profitable airlines in Africa
Published: Tuesday, October 27, 2020
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
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