The Challenge Sabre customers currently reach out to the ‘Helpdesk’, who in-turn work with the development and support teams to get those queries clarified. Most of the times this can be quite tedious and time-consuming, and it impacts the planned development work. In a lot of cases, the customer queries may be repetitive, or the responses might have been already been documented, but is not being used optimally to achieve quicker resolutions. The effort involved in this whole process is significant, with an average turnaround time of almost 2-3 days.
The Solution A few team members from a project team called ‘Wunderkind’ – part of the Platform & Architecture group, came together to find a fix. After several months of brainstorming, conceptualizing, planning, development and implementation, the team came up with an auto-response system called the FAQ-Bot. This AI/ML based bot is trained to leverage the existing knowledge base and FAQs. An interactive and intuitive UI designed in ReactJS, provides an easy-to-use interface with customization options. Users can create an account, login, and start adding new training phrases and train the model on-the-go. As the tool acts as a middleware by making changes on behalf of the team members, users of the FAQ-BOT don’t need to worry (user-agnostic) about the technical aspects of it.
The Result  The FAQ-Bot boosts productivity and delivers significant value by –
  • Reducing manual intervention in responding to customer queries
  • Decreasing turnaround time (~15 mins) leading to higher customer satisfaction
  • Saving time and effort for support/development teams
  • Providing real-time stats on queries received and resolved by the teams
  • Enabling it to be replicated in any project with minimal configuration changes
  • Simplifying the training model leveraging AI/ML