Case Study: Tiket.com supercharges customer support with Yellow.ai

Tiket supercharges customer experiences with Yellow.ai

Tiket.com, a travel booking company founded in 2011, was struggling to efficiently handle more than 40,000 customer travel queries every day across flights, hotels, trains, and activities. To improve operational efficiency while still offering live agent support, Tiket.com worked with Yellow.ai and its conversational AI platform, including the dynamic AI agent Travis.

Yellow.ai implemented self-serve automation for common requests such as FAQs, refunds/cancellations, schedule changes, traveler details, paylater, seat information, and loyalty-related queries, with seamless handoff to human agents for more complex issues. The result was instant resolution for 70–80% of queries, a 2x improvement in customer satisfaction scores, and 70% of monthly queries resolved without agent assistance, helping Tiket.com manage high-volume support more effectively.

Tiket.com

Rendy Dalimunthe

CX Innovation Lead