Case Study: Mytime Active resolves 97% of leisure queries with EBI.AI

MyTime Active answers 97% of leisure queries with EBI.AI

EBI.AI partnered with MyTime Active, a leisure services provider, to address significant customer service challenges. The organization's contact team was overwhelmed by high call volumes, leading to delays in answering enquiries and an inconsistent customer experience. The Director of IT & Transformation sought a solution to increase efficiency and improve CX.

EBI.AI implemented an AI assistant named Mia, which was trained to handle a wide range of customer queries. Within six months, the solution was answering 97% of all leisure queries, successfully resolving 94% of them and drastically reducing the need for human intervention. This allowed MyTime Active to provide instant, 24/7 support, eliminated the team's backlog, and freed up agents to focus on higher-value tasks. The measurable impact included a massive reduction in routine enquiries handled by staff and a greatly improved customer experience.

MyTime Active