When AI analysed calls to travel operator Ving's customer service, it identified language patterns that customers responded to negatively. By shifting to more positive phrasing, customer satisfaction has increased — and the performance gap between agents has narrowed.
Words like "unfortunately" and "regrettably" left Ving's customers with a negative impression. But phrases like "absolutely", "great" and "that's right" made the experience better. That's what Indicate me's AI tool revealed.
After introducing a new conversation strategy, the lowest customer satisfaction score (CSI) improved markedly — by 11 percentage points.
"The AI analysis is a fantastic piece of evidence to show our agents. It proves in black and white that what we're doing works," says Terje Dahl, Head of Customer Center, Nordic Leisure Travel Group.