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How TUI Transformed Its Customer Relationship with Its Customer Journey

Written by Bastien Meaux | Oct 8, 2024, 11:00:00 PM





TUI Streamlines Its Customer Journey with a Smart Contact Page

 

The Challenge

After successfully deploying the Visual IVR, the first step in its transformation, TUI France wanted to build on this momentum by tackling a broader challenge. With the proliferation of contact channels, TUI France wanted to offer a more consistent and seamless customer experience. The coexistence of multiple entry points and resolution pathways limited the effectiveness of digital solutions, complicated customer relationship management, and generated avoidable inquiries to customer service representatives.

To achieve this

To address these challenges, TUI has rolled out a Smart Contact Page that serves as a single entry point to all of its customer journey pathways.
 
As soon as a traveler arrives on the site, the page assesses their need and automatically directs them to the solution best suited to their request: self-service, a form, the customer portal, or a connection with an advisor, depending on the level of complexity.
 
This intelligent routing is powered by DialOnce’s AI Agent, which analyzes each request in real time and activates the right path at the right moment. By unifying its touchpoints around this page, TUI France streamlines the customer experience, boosts self-service adoption, and eliminates friction from the very first interaction.
 















 
 
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