KT Sparks
EN/БГ

Retail & E-commerce

Retail Customer Service

Returns, disputes and order queries - high volume, low variety, high frustration.

Case studies

All case studies
In-Flight Wifi Refunds, Automated End to End, for a UK Airline Group

UK airline group · one mailbox reserved for in-flight wifi refund requests

In-Flight Wifi Refunds, Automated End to End, for a UK Airline Group

mailbox, used as the trigger
1
mailbox, used as the trigger
stages between email and decision
2
stages between email and decision
Car Rental Contact Centre: Email Triage and One-Click Agent Assist

Vehicle rental · Europe · multi-billion-euro rental group with hundreds of thousands of cars

Car Rental Contact Centre: Email Triage and One-Click Agent Assist

request types now automated
5
request types now automated
channels sharing one automation layer
2
channels sharing one automation layer

Offers

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6 weeks

Agent Pilot - one process to production

Six weeks, one process, an agent that actually goes live behind guardrails - with the evaluation harness to prove it works.

  • One agent in production
  • An evaluation harness
  • Guardrail and escalation design
See the offer

Connected

Where this fits in the rest of what we do.