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#141 CEO Navan, Ariel Cohen: Be Naive!
Grit
The Impact of COVID on Travel Agents
In the eve of COVID, I had 450 agents in the company. With CSAT of around 90% and wait time of less than a minute. Today with the business, it's probably 5x in its size from pre COVID. There is an AI driven chatbot today, Ava. Last week, she covered 36% of our chats in the call center. That was significant. And you know, when I mentioned now we are paying for the rewards for your employees to save company money. The reason that we can pay for this is that efficiency.
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