Last month at CCW, we had the opportunity to host Cresta’s customer, United Airlines, at our booth while they shared their story and best practices of implementing Cresta’s generative AI platform. Asif Majeed, Senior Manager of Global Contact Centers and Unise Rosner, Senior Manager of Digital Performance & Analytics dug into how United Airlines is streamlining workflows and empowering their agents with real-time generative AI.
First, Asif and Unise shared the challenges that drove them to explore different generative AI solutions: optimizing the agent experience, improving customer experience and brand loyalty, and driving efficiency across the organization. They sought a better strategy for transitioning a larger share of their existing customer interactions to chat – but in order to fully realize the benefits of this operational transformation, they needed to significantly optimize the efficiency and accuracy of their chat support.
Despite having already adopted other AI-driven technologies in the contact center, they were still experiencing lengthy wait times for customers, and unnecessary complications and inefficiencies for agents.
Giving every agent wings
Starting with their care chat team, United partnered with Cresta to implement Cresta Agent Assist, which taps into generative AI to empower agents with behavioral guidance, knowledge, and workflow automation proven to drive mission-critical KPIs.
Asif shared the immediate value they saw from capabilities like real-time hints to encourage the right behaviors, smart compose, and suggested responses to guide agents toward successful resolutions. These changes helped to drive consistency across their agent population, reducing context-switching and increasing efficiency.
Reaping the rewards
The team saw an immediate positive impact, surpassing the goals established in the pilot within the first 45 days of implementation, across each of the areas they hoped to impact.
A 15% increase in agent response time with a simultaneous 15% reduction in average handle time have driven productivity improvements, a critical component of customer satisfaction in the contact center. Meanwhile, agents report finding the platform invaluable in their daily operations; 90% of agents submitted a positive score for agent experience and the United team has seen a 97% report of employee satisfaction. Meanwhile, leaders are also seeing Cresta’s impact, with a 30% increase in supervisor coaching efficiency.
“We are excited and really optimistic about where we’re going with AI – it has already been a massive efficiency saver for our agents and our customers.” Asif shared with the audience.
A huge thank you to United for sharing the stage with us at CCW, and looking forward to more partnership in the friendly skies! To learn about how Cresta’s end-to-end generative AI platform can impact your key business metrics, schedule a demo with us today.
