
Tech Talks Daily
2916: Flying High with AI: Virgin Atlantic's Customer Service Revolution
Jun 2, 2024
Virgin Atlantic's Louise Phillips and Michael Johnson discuss how AI has revolutionized customer and employee experiences, leading to significant improvements in satisfaction and happiness levels. They detail the implementation of voice segmentation bots, predictive routing, and future advancements like Agent Assist. The podcast explores the impact of AI on business operations and the potential for further enhancing customer interactions.
20:49
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Quick takeaways
- Virgin Atlantic leveraged AI to improve customer satisfaction by 25 points.
- AI at Virgin Atlantic increased employee happiness by 12 points.
Deep dives
Virgin Atlantic's Utilization of AI for Customer Experiences
Virgin Atlantic has harnessed AI, partnered with Genesis since early 2022, and focused on AI strategy from 2023 to create smarter, cohesive customer experiences. By implementing AI features like predictive routing, knowledge management, and conversational bots, they saw improvements such as a 15% reduction in call handling time and first contact resolution increased by six points.
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