Large Cruise Line
Reference Case: A Large Cruise Line
Identifying what drives customer satisfaction and usage of the voicebot channel
Background
Credits: talking image - Runwayml; image - Dalle3; Image prompt - Seraphima Bogomolova; text by Seraphima Bogomolova
Our Solution
Analysis to understand the most important improvement areas using machine learning.
Using the voicebot log files and usage data, Be Customer Smart created a model that identified:
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The most relevant way to measure voicebot experience from the guest point of view
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The factors that influence the most the voicebot satisfaction and reuse, and how much
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The voicebot experience factors that influence the overall cruise satisfaction (NPS) the most
Outcome
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The cruise line was really happy with the results and is using the findings in prioritising the voicebot improvements.
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The company has also asked Be Customer Smart to analyse more areas of the cruise experience.