Travel Industry
Understand whatās driving customer contact and fix issues before they turn into complaints or poor ratings. EdgeTierās real-time insights help you reduce ticket volume and address the problems that impact bookings and revenue.
āWe now have a window of visibility into customer conversations which allows us to quickly spot potential issues and resolve them immediately, rather than wait for a message to arrive at an agent.ā
Tracey Kennedy, Director of Customer Service, Ryanair
Trusted by Travel Brands Worldwide
Ensure exceptional customer experiences from booking and beyond.
Real-time issue detection
Stay a mile ahead with 100% monitoring of all customer interactions. Get instant alerts to emerging issues, like delayed flights or booking errors, before they escalate, protecting your reputation and reducing unnecessary support requests.
Understand why customers are contacting you
From booking to excursions, understand the root causes behind traveler frustrations. Drill into the trends driving NPS and CSAT changes, reduce manual analysis with automated interaction summaries, and focus on the issues that need your attention.
Targeted agent coaching
Improve your teamās performance with agent QA that pinpoints training needs. Analyse 100% of interactions and find the ones that need attention, giving agents the guidance they need to deliver better service.
Insights that drive loyalty and repeat business
Data capture
How much time does your team lose chasing fragmented feedback across multiple systems? We automatically pull data from multiple interaction types and sources, analyse it, and accurately tag it for smarter, more insightful reporting. Get a complete view of customer pain points and sentimentāall in one place.
Respond to the unexpected
Dread the thought of the next travel disruption impacting your customers? When issues arise ā like hotel overbookings or tour cancellations, EdgeTier quickly alerts you with a comprehensive view of what travellers are saying and who is affected.
Go beyond the metrics
Flight delays? Booking errors? Bad tour guides? Agent labelling errors can make it impossible to get to the truth behind poor ratings and decreased loyalty. Whether itās a travel partner, hotel, or destination, our AI-driven conversation analysis examines trends and patterns in traveller sentiment, pinpointing the root cause of customer dissatisfaction.
Move from reactive to proactive
Sleepless nights worried about regulatory fines, flight disturbances, or mishandled scenarios going viral on social media? Donāt leave it to agents to accurately identify and escalate critical conversations. We eliminate the guesswork by reviewing all interactions and tagging high-priority ones, empowering you to proactively safeguard your brand.
Improve Agent Performance
Where do agents need help? EdgeTier makes it easy to find out. Get full visibility into agent and customer sentiment with automated QA. A fully customised agent reviews process that identifies where and what targeted coaching is needed, ensuring your team consistently delivers an exceptional experience for every traveller.
Stop finding out about problems after they have happened. Let EdgeTierās AI bring solutions to you in real-time.
Real-time anomaly detection
Contact reason AI tags
Agent quality assurance
Targeted agent coaching
Customer sentiment detection
Experience score
Root cause analysis
Cross marketplace monitoring
Multilingual translation
Interaction summaries
Agent scorecards
Secure data handling
Compliance
āWe now have a window of visibility into customer conversations which allows us to quickly spot potential issues and resolve them immediately, rather than wait for a message to arrive at an agent.ā
Tracy Kennedy
Director of Customer Service, Ryanair
Integrations
Stop finding out about problems after they have happened. Let EdgeTierās AI bring solutions to you in real-time.
