How Thunai AI Agents Deliver Resolutions for a Major Event Booking Platform With Intelligent AI Voice and Human Call Routing

Problem:

1. Unexpected issues like the ones mentioned below can affect thousands of customers at the same time, risking customer dissatisfaction:
   
   • Seat reallocation 
   • Inventory problems 
   • Ticket delivery status 
   • Ticket cancellation requests
   • Enquiries regarding alternate days for the event rescheduled at the last minute
   • Enquiries regarding the event cancelled by the organiser at the last minute
   • Fraud detection and handling
   • Fraudulent charge investigation
   • Wrong seat delivery
     
2. Using a human-only support team for mass outbound calls is costly and does not make good use of time.
   
3. A new method was needed to automate initial contact for many users while still giving a human touch for sensitive cases.

Solution:

• A hybrid model was introduced, combining AI voice agents with human representatives using a dependable framework from Thunai and Amazon Connect.
  
• The process starts proactively when an incident ticket triggers an AI agent to call the customer, explain the change, and present a new alternative.
  
• The system features intelligent routing, allowing the AI to transfer a call to a human agent if the customer is not satisfied.
  
• This transfer is a smooth handover, as the human agent receives a full transcript of the AI's conversation for immediate context, which maintains high-quality customer care.

How Thunai AI Voice Agents Resolve Customer Issues In Real Time (Step By Step)

1. Step 1 - Incident Creation and AI Activation: The process starts when a support ticket is made with all relevant event and customer details. It is marked as an incident, which immediately triggers the Thunai AI agent to start an outbound call through Amazon Connect.
   
2. Step 2- AI-Led Notification and Alternative: The AI agent professionally greets the customer and verifies their identity and the event details. It clearly explains that a seat change has occurred. It then presents the new proposed seating arrangement.
   
3. Step 3 - Handling Initial Queries: The customer naturally asks for clarification. The AI is equipped to handle initial questions and can access data to present persuasive details. It explains that the new seat is a full tier closer or has a straighter view.
   
4. Step 4 - Intelligent Human Escalation: The AI recognizes the need for human empathy if the customer expresses continued dissatisfaction or directly asks to speak with a person. It confirms the customer's wish and carries out a smooth transfer to a live agent.
   
5. Step 5 - Context-Aware Human Resolution: A human agent accepts the call and is instantly shown the full transcript of the AI's conversation. With this context, the agent can skip repetitive questions and immediately give deeper reassurance. They can confirm the benefits of the new seat with a confident, human touch.
   
6. Step 6 - Confirmation and Closure: The customer agrees to the change after having their concerns fully addressed by an informed human agent. The agent confirms the new booking and tells the customer that updated details will be sent, closing the case successfully.

Main Features of Thunai AI Voice Agents for Resolution Support

1. Proactive Customer Outreach Using AI

The system immediately starts contacting instead of waiting for customer complaints. An AI voice agent places an outbound call to the customer as soon as an incident ticket is created. 

• The agent politely introduces itself and clearly states the reason for the call about their specific event.
  
• This proactive position turns a negative surprise into a managed, professional interaction, building trust from the first moment.

2. AI-Initiated Escalation with Full Context

A central part of the project was creating a smooth handover process because automation has limits in emotional situations. 

• The AI is programmed to arrange an intelligent and immediate transfer when a customer is unconvinced or asks to speak with a person.
  
• The human agent receives a complete transcript of the AI-customer conversation, not a cold call.
  
• This allows them to start the interaction with full understanding and empathy, which saves time and pleases the customer.

3. Advanced Analytics for Continuous Improvement

The solution's value continues after the live call. The Thunai platform makes a complete set of data available immediately after each interaction ends.

• This data includes a full transcript, detailed sentiment analysis of the customer's emotional journey, and the complete call recording.
  
• Additionally, companies can use a custom call analysis framework with pre-set scoring guides to assess performance instantly.
  
• This allows for continuous coaching and service improvement.

Key Takeaways

The most effective method for complex customer service is a mix of AI and human intelligence. On the whole, Thunai AI manages the volume and repetitive tasks, freeing up human agents for situations requiring empathy.
This helps AI agents with resolutions that are procative:

• Giving human agents a full transcript of the AI conversation is a key feature. This warm handover stops customers from having to repeat themselves, a common point of frustration.
• Starting contact before the customer reports a problem changes the support role from reactive to proactive. This method lessens frustration and builds customer loyalty.
• Valuable post-call analytics, including sentiment analysis and scoring guides, supply the tools needed for quality assurance and continuous service improvement.

FAQs on Using Thunai Voice Agents for Resolutions

Can I customize Thunai AI voice agents for my workflow?

Yes, you can customize the AI agents in Thunai. The platform allows you to define specific parameters like key indicators, competitor names, and budget-related keywords for the AI to track. This customizes the analysis to what is important for your business based on your own parameters.

Does Thunai offer a free trial?

Yes, you can try Thunai for free. This allows you to explore how the system works for your business. The service encourages users to try the platform to find hidden revenue opportunities.

Is Thunai secure and compliant?

Yes, Thunai is compliant with SOC 2, GDPR, and HIPAA guidelines and compliance laws.

How does the Thunai voice agent integrate with our existing CRM and helpdesk software (e.g., Salesforce, Zendesk)?

The platform allows you to connect your CRM as one of your data sources. This connection serves to enrich your data within the Thunai system. The provided document does not specify the technical method of integration or mention connections to helpdesk software like Zendesk.

What is the typical timeline, and what are the steps involved in deploying a new AI voice agent for a specific resolution workflow?

With Thunai, the setup time for new AI agents with your existing system is anywhere from 30 minutes to 2 hours. However, the process can require testing before you cut to live - this typically can take anywhere from a few days to a week. 

What level of technical expertise is required from our team to set up and maintain the agent?

Thunai is a no-code platform that allows you to set up AI agents for Voice, Chat, and Email functionality without needing technical expertise. AI agents to automate workflows can be set up easily through the usage of API keys and our proprietary MCP layer.