The Challenge

As part of an initiative to improve customer support, Hopper transitioned from form-based to chat-based support by deploying Intercom. However, with the improved customer experience of real-time support also came the expectations of handling a high volume of requests in a timely manner. To ensure that each support request was receiving the right level of attention, Hopper needed to properly analyze each incoming chat in real-time, tag each conversation, and then route the conversation through the proper handling process.

However, analyzing and tagging conversations required a significant amount of manual effort from support agents, which took time and attention away from serving customers. Additionally, each support agent needed to work across multiple systems, like Aircall and Front, and teams, such as customer service teams for specific airlines, to ensure each request was properly handled. Doing so manually added complexity and time to resolution for each request, which significantly limited the amount of requests each support agent could handle.