Case Study: Travel Club cuts call costs by 39% with Inbenta's AI voicebot

Travel Club cuts call costs 39% with Inbenta's AI voicebot

Travel Club, Spain's largest loyalty program, faced an outdated and rigid Interactive Voice Response (IVR) system that frustrated customers with limited options and led to high operational costs due to frequent escalations to human agents. To modernize its customer support, Travel Club partnered with Inbenta to implement an AI-powered voicebot.

Inbenta's voicebot solution used natural language processing to understand open-ended questions and autonomously handle common queries like checking point balances. This resulted in a 50.4% self-service rate and managed 83,000 calls in its first year. The implementation led to a 39% reduction in cost per call for Travel Club, significantly lowered agent workload, and provided valuable insights from call data for future service improvements.

Travel Club