Case Study: 12Go Asia automates 50% of inbound traffic with Logicdialog

12Go Asia automates 50% of inbound traffic with logicdialog

12Go Asia, a global travel platform serving over 8,000 transport operators, faced a major challenge with its customer support operations. Their live chat was overwhelmed, with 98% of questions being unrelated noise such as requests for local directions, which created long queues and high costs. To address this, 12Go Asia partnered with vendor logicdialog to implement its enterprise AI orchestration for communication automation.

logicdialog implemented a knowledge-driven AI solution that automated responses to common customer enquiries. The results were significant, including the automation of 50% of all inbound traffic. This led to a 91% reduction in costs for general enquiries and a 75% reduction in agent email traffic, all while improving customer satisfaction.

12Go Asia