60%
of calls are answered automatically
32%
decrease in the dropout rate
20%
decrease in average handling time (AHT)
81%
First Contact Resolution
In the dynamically evolving world of aviation, Aéroports de Paris (ADP), catering to four major European airports, experienced an unprecedented surge in passenger numbers. This influx, combined with rising travel expectations, exerted immense pressure on ADP's customer service infrastructure. The challenges ranged from efficiently managing the ever-growing daily call volume of over 5,000, stemming from diverse reasons like flight schedules to professional inquiries, to the dire need for reducing the average wait time from its existing 4 minutes. Scaling adviser recruitment during peak periods and the inefficiency highlighted by a mere 11% call response rate further spotlighted the urgency. A balance between operational and customer service excellence became ADP’s primary focus, leading to their collaboration with AlloBrain.
AlloBrain initiated a meticulously planned setup phase:
In essence, AlloBrain's Callbot solutionwas a game-changer for Aéroports de Paris, orchestrating a seamless blend of modern automation and human touch. This synergy amplified operational efficacy and heralded a transformative era of heightened passenger satisfaction.
AlloBot provides us with invaluable assistance in responding to the tens of thousands of calls from Aéroports de Paris. The solution is multilingual, quick to set up and has been effective from day one. We also plan to deploy it at our other airports.
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