Case Study: Big Bus Tours boosts resolution times with Freshworks Freddy AI Copilot

How Big Bus Tours built a unified support hub with Freshdesk Omnichannel

Big Bus Tours, the world’s largest open-top sightseeing tour operator, wanted to improve customer service performance and make its support operation more efficient. The company worked with Freshworks and its Freddy AI Copilot to help agents handle cases faster while freeing up time for more sales-focused work.

Freshworks implemented Freddy AI Copilot to boost agent productivity and support a hybrid sales-service model. The results included a 20% improvement in resolution times, a shift of the customer service hub from a cost center to a profit center, and a reported 110% recovery rate in one month, meaning the hub generated more revenue than it cost to run.

Big Bus Tours

Simon Johnson

Vice President of Customer Experience