How did Aéroports de Paris (ADP) automate 60% of incoming calls with AlloBot?

Since its creation in 1945, the ADP Group has kept pace with developments in the air transport industry, anticipating the needs of its customers (airlines and passengers) in order to offer the highest standards of hospitality and contribute to a quality journey.

Challenge

Our client ADP manages 4 major European airports and receives an average of 5,000 calls per day for a wide variety of reasons. The callers are travellers who want information on travel times, cancellations, necessary documents, but also ADP professionals who work in the shops, car park, freight, etc.

Faced with this large number of calls, the advisers have difficulty in dealing with all the calls quickly. Only 11% of calls are answered. In other words, 8 out of 9 calls remain unanswered.

To improve the quality of its service and customer experience, ADP needed to pre-qualify each call to retrieve its reason for being placed and then decide whether to answer it automatically via callbot or to transfer it to an advisor.

Action

Pre-qualification of calls :
‍Accompanied by AlloReview, ADP installed AlloBot in order to automatically qualify all incoming calls without human intervention. 1 month's history of calls handled by advisors was transcribed and analysed to determine 60 different call reasons and group them into categories.
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Call automation :
‍AlloBot answers all incoming calls instantly and identifies patterns through advanced human language understanding:
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- Low-value call answering
- Transferring calls to call handlers with the reason for the call and the context of the call to help them answer it more quickly.