Case Study: Secret Escapes reduces call handling friction with Natterbox conversational AI

Secret Escapes handles 30% of calls with Natterbox AI

Secret Escapes, a travel company, faced challenges with its outdated IVR system which was causing customer frustration and increasing call handling times. Their contact center struggled to scale efficiently without spiraling costs. They turned to Natterbox and its conversational AI Agent to address these issues after a previous AI project with another vendor had failed to deliver.

Natterbox implemented its conversational AI to replace the legacy IVR, enabling natural conversations to identify caller intent and route calls effectively. A key feature was the seamless context transfer to human agents, providing them with a real-time summary of the call. This solution resulted in 30% of calls being handled by AI, a steady or improved CSAT score, reduced handle times, and a significant boost in agent morale. The abandonment rate also fell as customers connected to the right resource faster.

Secret Escapes