Case Study: Gopass boosts customer experience with Born Digital conversational AI

Gopass is handling unexpected peaks in customer service thanks to conversational AI

Gopass, a major mountain resort and tourist services operator, faced significant challenges in handling extreme seasonal peaks in customer service requests, which led to long waiting times and potential overloads. They partnered with Born Digital to find a solution that could predict these peaks and automate interactions.

Born Digital implemented a solution featuring predictive Customer Insight Analytics and a Virtual Agent for voice channels. This allowed Gopass to predict and manage demand, automate routine queries, and collect valuable feedback. The results included preventing service overload, significantly lowering waiting times, and handling over 2,000 monthly interactions with a bot, enabling data-driven service improvements.

Gopass

Martina Sykorova

Head of Customer Services & Relations