Case study
AI Customer Journey Hub
Industry
Tourism
Services
UI/UX design · Machine Learning · Web Development · Tablet App Development · Quality Assurance
Tech
C# (.NET Core 8.0) · RabbitMQ · Postgres · React · Typescript · SCSS · Redux & Redux Toolkit · OpenAI (ChatGPT) · Jest and React Testing Library
About the project
AI Customer Journey Hub
Customer Journey Hub (CJH) is an AI-driven CRM solution developed for ITAKA Holdings to centralize customer management and improve service efficiency. By integrating data from websites, apps, emails, and phone calls, the tool simplifies operations and enhances customer experiences through personalised and practical, data-driven insights.
Results
processed customer profiles
active users
Business goals
What we set out to achieve
Faster offer preparation
Achieve a 30% reduction in the time required to prepare and present tailored travel offers, enabling sellers to provide quicker and more personalised solutions to customers.
Streamlined consent management
Cut customer service time by 60% when updating consents, thanks to automated processes that also reduce the risk of manual errors, ensuring smoother and more efficient interactions.
Simplified data updates
Reduce the time spent on updating customer data by 60%, giving sellers more time to focus on delivering exceptional service.
Boosted customer loyalty
Increase the number of returning customers by 25% through AI-driven analysis of preferences and feedback, allowing sales agents to offer proposals that feel uniquely tailored to each traveller's needs.
Key features
What powers the solution
Aggregating customer data
The database aggregates customer accounts and leads into a single profile, including contact details, preferences, reservation history, reviews, and other customer interactions. This information is available across all sales channels, including points of sale, the call center, the website, and the mobile app.
AI-based preferences
Artificial intelligence analyzes reservation history and customer activity across the website and mobile app to deliver more personalized offers. This helps improve customer service and creates a more tailored experience at every stage of the journey.
Identification of "hot leads"
Using historical booking data, an AI-powered algorithm identifies customers who are most likely to make a reservation. High-potential and VIP clients are automatically prioritized and routed to the most suitable sales expert.
Real-time data synchronization
The application synchronizes customer data across all integrated systems in real time, ensuring that sales agents always have access to the latest information. This improves collaboration, reduces errors, and provides a consistent customer experience across all sales channels.
Results
Measured outcomes
With advanced deduplication logic implemented for ITAKA, sellers now have more accurate and unified customer profiles. This improvement enhances service efficiency, streamlines identifying customer needs, and minimizes repetitive tasks.
New customer profile interface that allows quick access to essential information, reducing service time and improving interaction quality
Our AI-powered solution analyses customer preferences to create personalised offers, boosts sales and provides accurate recommendations to improve the customer experience.
NEXT STEP
What comes next
We’re committed to further advancing AI tools and enhancing personalization in customer profiles. By refining AI-driven preference analysis, we’ll better understand user behavior, enabling even more tailored recommendations, offers, and content.
In the next phase, we’ll focus on using detailed customer profiles to streamline the service journey and deliver personalized solutions across all touchpoints, including points of sale, call centers, e-commerce platforms, and mobile apps. This seamless integration will create a cohesive omnichannel experience, enhancing customer satisfaction.
We’ll also develop AI-based automated offerings to maximize relevance and conversion rates through highly personalized content tailored to individual needs. Service quality remains central to our strategy, and by optimizing interactions and automating routine processes, we aim to boost efficiency and deliver an exceptional customer experience.
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