Helping TUI unlock revenue and lower costs with real-time voice translation.

The background.

TUI experiences significant fluctuations in pre-travel inquiries, leading to occasional spikes in wait times and, unfortunately, some customers abandoning their calls. This is particularly impactful as these pre-travel interactions often directly influence revenue generation.

Whether it's a travel cancellation, a booking modification, or simply adding luggage or changing seats, each unanswered call represents a potential missed opportunity.

The solution.

Our innovative AI platform empowers agents to seamlessly interact with customers through real-time voice-to-text and text-to-voice translation. The system also offers intelligent next-best-response suggestions enriched with valuable insights from our CRM.

Thanks to this technology, TUI can now provide exceptional customer support in three new markets (Dutch, Swedish, and Finnish) from our Cairo office, utilizing our skilled English-speaking team. We prioritize talent and expertise over language proficiency, enabling us to operate efficiently in a region with significantly lower labor costs.

By managing overflow pre-travel inquiries from Cairo with our existing English-speaking agents, we've effectively eliminated revenue loss due to dropped calls. This strategic approach ensures every customer receives the assistance they need while optimizing our operational efficiency.

The results.

We've made some serious strides in streamlining our operations, resulting in a significant reduction in overall costs. Our team's dedication has led to a 100% task resolution rate, showcasing their ability to handle any challenge thrown their way. We're proud to offer support in three languages, ensuring we can effectively communicate with a wider audience. And most importantly, our agents are 100% satisfied, reflecting a positive and supportive work environment.