Case Study: The Longest Established Travel Company achieves automated, high-volume application processing with Happiest Minds' Virtual Customer Assistant

Longest Established Travel Company - Customer Case Study

Happiest Minds partnered with large enterprises across banking, fintech, travel, airports and theme parks to tackle high volumes of repetitive service requests, slow first‑level (L1) triage, poor self‑service adoption and inconsistent knowledge delivery across channels. Clients struggled with long call times, heavy agent workloads, manual ticketing and fragmented enterprise knowledge that hurt customer satisfaction and operational efficiency.

The firm deployed AI‑powered, knowledge‑engine chatbots and agent assistants—using NLP, a Digital Query Assistant and a self‑assembling knowledge base—to automate L1 triage, resolve repeat requests, raise and route tickets, and enable omni‑channel self‑service. Results included a 55% increase in relevant knowledge delivery, a 30–40% lift in customer satisfaction, over 40% reduction in L1 calls, roughly 40% improvement in operational efficiency, plus measurable cost and time savings (e.g., $61K and 2,880 agent hours saved in one engagement).