Athena x AI
To improve the efficiency and accuracy CRM tool with the empowerment under automation/AI/GPT tech
Date
Q4 2023 - 2024
Role
Product designer
Responsibility
- Driving vision with product and IT team
- Crafting north star design & incremental deliverables
- Sizing the visionary design with IT, Product manager on feasibility and business return consideration
Background
Agoda
Agoda is online travel platform, helps travellers book hotels and properties worldwide, plus flights, activities, and more. Agoda.com and the Agoda mobile app are available in 39 languages and supported by 24/7 customer support.
CEG
Customer Experience Group (CEG) is essentially our support center team. Our team assists our customers and partners with their post-booking questions and requests. CEG is very special as it is the only team in Agoda that deals directly with our customers.
Athena
Athena is a case management system used by customer service department of Agoda. It is used to handle tickets from our hotel and customers. Athena is a new in-house tool that replaced legacy tools like TOBO(Travel Operations Back office) in efforts to consolidate the various tools CEG agents use (1 CEG 1 Tool).
AI application
The current CRM industry remains heavily reliant on human resources, often involving manual and time-consuming efforts. However, with the advent of Gen AI technology, numerous opportunities arise for enhancing efficiency and accuracy within CRM systems. At Agoda, we have introduced a range of AI-driven features aimed at streamlining processes. We anticipate that these advancements will not only boost efficiency but also reduce human resource costs significantly.
Case detail
For more case details, please contact danyaozhou@gmail.com