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Creating personalized and efficient customer self-service with an AI chatbot

kiwi.com chatbot

Their story

Kiwi.com’s mission is to make travel accessible for everyone. With their innovative Virtual Interlining algorithm allowing users to combine flights across legacy and low-cost airlines into one single itinerary, Kiwi.com enables people to find affordable travel options other search tools simply can’t see.

Kiwi.com is a leading travel tech company headquartered in the Czech Republic, employing over 1,000 people worldwide. The company performs 20 billion price checks per day across 95% of global flight content enabling customers to find better route options and cheap prices. Fifty million searches are carried out every day on Kiwi.com’s website and over 25,000 seats are sold daily. The company believes in the power of technology and innovation to connect people and cultures through travel.

The Goal

Providing an excellent customer experience is at the heart of the organisation. With this in mind, in 2019, Kiwi.com began looking for solutions that would allow them to achieve personalized, reactive, and timely customer service at scale. While providing a great user experience was paramount, they also needed a solution that would be financially viable.

The Solution

Kiwi.com decided to go with the Mindsay chatbot solution for several reasons. For one, they wanted an easy-to-use platform that would allow their business partners to be autonomous in the development of their chatbot. They also liked Mindsay’s ability to easily connect with their custom CRM and other systems through APIs. Lastly, Kiwi.com was convinced by Mindsay’s product vision and quickly evolving product roadmap.

Kiwi.com is taking a step-by-step approach to the launch of their chatbot with the first phase focused on improving operational efficiency. They built a chatbot focused on resolving basic, high-volume, repetitive queries from their customers. The types of use cases handled by the bot include trip modifications, cancellations, baggage info, check-in, and more.

The second phase of their chatbot strategy is focused on providing exceptional customer experience through personalized, fast self-service.

“With the Mindsay chatbot, we can create digital and much more personalized experiences for our customers.”
Channels
Integrations

The Results

In just a few months, Mindsay has enabled Kiwi.com to overachieve their goals of improving operational efficiency and this translates directly to cost savings.

Thanks to these improvements, Kiwi.com can now focus their chatbot strategy on providing exceptional customer experiences through personalized self-service.

*Based on targeted global English traffic in August 2021

Highlights

44

days to launch

15%

reduction in contact rate*

24/7

customer service

Get started
“Thanks to Mindsay chatbot, Kiwi.com customers can now quickly and easily get answers to their questions without the need to connect to the customer service agents.”
David Mička
Product Manager

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