The Challenge
In the travel industry, customer service agents must be well-versed in a variety of different topics, operational areas, and policies.
Training new agents is time-consuming and expensive, and they can’t possibly absorb the entire breadth of enterprise knowledge before they are put on the front lines to help customers.
One travel company had a multi-lingual knowledge base with 13,000+ PDFs, images, Microsoft Excel and Word documents, but the search features couldn’t efficiently retrieve the relevant information. They needed a way to provide agents with the right information at the right time.
