Case Study: a major travel e-commerce site reduces customer friction with TTEC CARES

Finding the drivers behind negative customer experience

TTEC partnered with a major travel e-commerce site that was losing customers due to friction in its high-volume contact channels. The customer's traditional quality assurance methods were insufficient, as they only sampled a small fraction of interactions, leaving the true drivers of widespread customer dissatisfaction hidden and unaddressed.

TTEC deployed its AI-driven predictive CX measure, TTEC CARES, to analyze 100% of customer interactions in near real time. The analysis of over 20,000 conversations pinpointed that just four specific topics were responsible for 38% of negative customer experiences. Based on these findings, TTEC provided actionable recommendations targeted at these areas. This work identified $401,000 in potential annualized cost savings and estimated that addressing just a quarter of the issues could prevent 142,000 dissatisfied customer contacts annually.