Case Study: Holiday Extras reduces handling times with EdgeTier AI

Holiday Extras - Customer Case Study

Holiday Extras, a UK market leader in travel extras, faced challenges in managing customer service efficiently while dealing with the complex fallout of the Coronavirus. They needed a more scalable way to deliver high-quality chat and email support and reduce their reliance on calls. Holiday Extras turned to EdgeTier and its AI-assisted email and chat technology to address these challenges.

EdgeTier implemented its AI technology to assist Holiday Extras' customer care agents by analyzing queries and guiding them through responses. This solution significantly reduced handling times while retaining a high-quality human touch. The measurable results included a 52% reduction in chat handling time and a 24% reduction in email handling time. EdgeTier empowered Holiday Extras to handle complex, multi-lingual queries more effectively and reduced the time agents spent on manual processes.

Holiday Extras

Ian Copley

Director of Operations