Data & Innovation • Travel • Microsoft
Intelligent automation with GenAI for customer service improvement
Solution that enables automatic email classification, optimizing response times and improving internal processes with artificial intelligence.
About the client
A Colombian company with a solid track record in the tourism and hospitality sector, recognized for offering comprehensive vacation experiences across various destinations in the region. Its business model combines hospitality, tourism services, and membership programs, providing flexible solutions for both frequent travelers and new audiences.
With a focus on innovation and continuous improvement, it drives the digital transformation of its internal processes and customer service operations, integrating advanced technological tools to enhance user experience and operational efficiency. Its commitment to quality, sustainability, and personalized attention positions it as a benchmark in the regional market.
Needs
The company identified the need to implement Generative Artificial Intelligence (GenAI) solutions to automate and optimize various processes, both internal and customer-facing.
The main focus was on its “Multivacations” program, where it was essential to accelerate the management of requests received by email (PQRs), categorize them efficiently, and ensure faster and more accurate responses.
Solution
After analyzing nine potential use cases, a Proof of Concept (PoC) was developed focused on the automated processing and categorization of PQR emails.
Using a sample of 15,000 emails, an exploratory data analysis (EDA) was conducted to identify patterns and design a category and subcategory classification system.
This enabled the training of models with Azure Databricks and OpenAI technologies, demonstrating how AI can enhance customer service and reduce response times.
