When AI analyzed calls to travel operator Ving’s customer service team, it identified language that customers perceived negatively. Using more positive wording has since increased customer satisfaction and narrowed the performance gap between agents.
Words like “unfortunately” and “regrettably” left Ving’s customers with a negative feeling after speaking with customer service. But when agents used words like “absolutely,” “great,” and “that’s right,” the customer experience improved. These findings came from Indicate me’s AI tool, which Ving uses to analyze calls and support its customer service agents.
The positive effects soon became apparent after a new conversation strategy was introduced. In particular, the lowest customer satisfaction score (NKI CSAT) increased significantly—by 11 percentage points.
“The AI analysis gives us fantastic evidence to share with our agents. It shows in black and white that what we’re doing works and makes a difference overall. When we all work in the same way and toward the same goal, we get results,”
- Terje Dahl, Head of Customer Center at Nordic Leisure Travel Group.
Ving uses Indicate me’s tool to review calls, understand the customer’s experience throughout the conversation, and zoom in on moments when satisfaction was low. The company also uses AI Buddy, a digital companion that supports coaching. The tool analyzes calls and provides a visual overview of how each conversation went, making it easier for leaders to coach agents and for agents to reflect on their own calls. Terje explains:
“We’ve used Indicate me’s coaching tools for a long time, listening to calls ourselves and completing evaluation forms. With AI Buddy, this now happens automatically, which made the transition from manual coaching to AI a small step. The most valuable part is that we can train the AI to identify what we consider important in a conversation,”
“Ving takes a highly professional and structured approach to
customer service. It’s rewarding to see how insights from our AI tool can help customer service agents do a better job and, ultimately, create happier customers,”
- Lina Bjelkmar, CEO of Indicate me
This article has been translated from Swedish.
