CUSTOMER PROFILE

CHALLENGE

For a major cruise brand, Open Network Exchange (ONE) helps consumers book flights and hotels, manage onboard activities as well as post-cruise travel, and more. ONE wanted to improve customer experience, create more opportunities to make targeted up-sell and cross-sell offers when customers reach live agents, and direct more post-purchase transactions to self-service options. The company set a goal to resolve at least half of the most common post-purchase inquiries through automation. With these optimizations in mind, ONE sought a new toolset to engage with agents and optimize their schedules.

SOLUTION

ONE’s extensive NICE CXone Mpower implementation, including Enlighten XO, helped the company hit several targets for more effective and efficient interactions. Enlighten XO learns from conversational data to recognize customer needs, and develops business workflows, enabling Autopilot to resolve self-service interactions. Call volume is down 30%, call escalations are down 20%, and revenue per call is up 15%. Autopilot handles 76% of low-value installment payment calls, exceeding ONE’s target by 50%. The company plans to significantly expand AI through CXone to continue improving customer experience, specifically with NICE Enlighten Copilot to assist agents in real-time.