5 min read

Personalizing Citytrip planning with TUI

Impact

How the workforce changed their bussiness

8.1 FTE

Workload delivered

48,098

Cases handled

82%

Value delivered

First Challenge

Delivering personalised advice at scale

Travel company needed to provide personalized, expert travel advice instantly while managing high conversation volumes and maintaining exceptional customer satisfaction.

Travel agents spending too long searching 12,000+ destination articles during live customer calls
Customers wanting personalised travel advice instantly — not hours of back-and-forth with an agent
Support volume too high to handle manually — 105,000 tickets per year across internal and external channels

Capabilities

Their digital
workforce capabillities

Handles the work customer service needs done.

Privacy and compliance built in

Meets GDPR and EU standards, next to ISO and NEN certifications.

Works across all your channels

Voice, chat, email, they answer everywhere.

Connects to systems you already use

All digital employees integrate with your existing software. There are no limits.

Published on

11 Jan 2022

solution

How it works

We connect, your IT team gets to watch

Integrate your existing systems seamlessly with Freeday. While IT teams often prefer collaboration, it doesn't have to consume operational hours. The choice is yours.

We configure, the way you want it.

Whether it's multi-channel, multilingual, 24/7, or only after business hours, you set the access levels. Decide what can be done autonomously and which tasks need human oversight. Allow your team to focus on critical tasks while digital employees handles the routine.

They work, they learn

Digital employees quickly adapt to your workflows, learning in days instead of months. Each digital employee benefits from the collective knowledge of their peers, ensuring every new digital employee starts at the same level as your most experienced one. Together, they evolve, enhancing your operations.