Outsourced tools kept the team blind to their own data—no transcripts, no metrics—until they migrated everything in-house in 7 months.
One of Australia's largest coalition loyalty programs, with more than 10 million active members earning and redeeming points across leading retail partners.
Operating on outsourced legacy tools, the team had no direct access to call transcripts, support data, or near-real-time operational metrics, making...
“Every interaction shapes how a member feels about Flybuys. We needed full ownership of our support environment so we could see what was happening, understand why, and act quickly.”
Coalition loyalty and shopper rewards program in Australia.
Cloud computing platform and on-demand infrastructure services.
Flybuys's Customer support is part of this use case:
Related implementations across industries and use cases
Fragmented legacy platforms took weeks to scale. Now, AI routes emails by intent while unified desktops let agents resolve issues faster.
Agents juggled disconnected tools and lost hours to manual wrap-ups. Now, AI assists them in real time and automates post-call summaries.
Working students lacked after-hours support. Now, AI agents resolve routine 24/7 queries, freeing staff to proactively guide enrollments.
Agents juggled disconnected tools and lost hours to manual wrap-ups. Now, AI assists them in real time and automates post-call summaries.
Analysts audited 3% of 70k monthly tickets. AI now evaluates every interaction, reopening predicted negative cases for human agents.
An aging homegrown CRM held back 1,700 agents. Now, an AI co-pilot helps them draft faster, higher-quality emails from a single screen.
Managers spent hours manually calling applicants, losing many to delays. Now, an AI agent screens and auto-schedules interviews via text.
Manually evaluating high call volumes was slow and inaccurate. Now, AI extracts sentiment so sales teams can refine their outreach.
Manual call evaluations delayed insights by weeks. Now, bots score calls at scale, empowering analysts to synthesize data in hours.
Outsourced tools kept the team blind to their own data—no transcripts, no metrics—until they migrated everything in-house in 7 months.
One of Australia's largest coalition loyalty programs, with more than 10 million active members earning and redeeming points across leading retail partners.
Operating on outsourced legacy tools, the team had no direct access to call transcripts, support data, or near-real-time operational metrics, making...
“Every interaction shapes how a member feels about Flybuys. We needed full ownership of our support environment so we could see what was happening, understand why, and act quickly.”
Coalition loyalty and shopper rewards program in Australia.
Cloud computing platform and on-demand infrastructure services.
Flybuys's Customer support is part of this use case:
Related implementations across industries and use cases
Fragmented legacy platforms took weeks to scale. Now, AI routes emails by intent while unified desktops let agents resolve issues faster.
Agents juggled disconnected tools and lost hours to manual wrap-ups. Now, AI assists them in real time and automates post-call summaries.
Working students lacked after-hours support. Now, AI agents resolve routine 24/7 queries, freeing staff to proactively guide enrollments.
Agents juggled disconnected tools and lost hours to manual wrap-ups. Now, AI assists them in real time and automates post-call summaries.
Analysts audited 3% of 70k monthly tickets. AI now evaluates every interaction, reopening predicted negative cases for human agents.
An aging homegrown CRM held back 1,700 agents. Now, an AI co-pilot helps them draft faster, higher-quality emails from a single screen.
Managers spent hours manually calling applicants, losing many to delays. Now, an AI agent screens and auto-schedules interviews via text.
Manually evaluating high call volumes was slow and inaccurate. Now, AI extracts sentiment so sales teams can refine their outreach.
Manual call evaluations delayed insights by weeks. Now, bots score calls at scale, empowering analysts to synthesize data in hours.