How automation let Aurinkomatkat scale without hiring extra agents

When Aurinkomatkat saw a significant increase in live chats, they implemented a virtual agent to efficiently resolve customer inquiries and empower their agents to take on more challenging cases.
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40% automation rate
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24/7 support
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Under 4 weeks to launch
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No additional agents hired

Aurinkomatkat at a glance

TheCustomers-Pockit

The customer

Part of Finnair Group and one of Finland’s biggest and most trusted travel brands.

TheMarket-Pockit

The market

Finnish holidaymakers looking for everything from packaged tours to customized trips.

TheSupportTeam-Pockit

The support team

An overwhelmed team that had been downsized due to Covid-19.

TheChannels-Pockit

The channels

After successfully pivoting from mostly brick and mortar stores to almost entirely doing business online, live chat conversations make up the majority of their inquiries.

TheSituation-Pockit

The situation

With a smaller support team due to Covid-19, Aurinkomatkat was having trouble training and hiring agents to keep pace with demand.

TheSolution-Pockit

The solution

By implementing Ultimate’s customer support automation platform, they were able to easily handle the increased volume of chats.

Getting started with Ultimate

When the Covid-19 pandemic hit, Aurinkomatkat was forced to downsize their support team. When travel started ramping up again, they were facing a high volume of support inquiries and their team was feeling overwhelmed. Aurinkomatkat found it was a very slow process to get human agents fully trained. And with more and more customers turning to live chat, a virtual agent seemed like the perfect solution.

Read more about our chat solution
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"Chat conversations also lead to a sale much more often than calls because most people are already at least thinking of buying a trip. So the virtual agent has been working very well for us."

Olli Vikman
Service Manager, Aurinkomatkat

Automation rate 40%
Support 24/7
Weeks to launch 4
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AI use case spotlight: Scaling support without increased overhead costs

  • Aurinkomatkat was finding it difficult to hire and train agents to keep up with a surge in support inquiries. They turned to automation so a bot could handle the easy questions, while they handled the hard ones.

  • In less than 4 weeks, Aurinkomatkat launched chat automation with a seamless Salesforce integration.

  • The virtual agent now handles around 40% of all inquiries, allowing the team to easily handle the increased volume of chats.
Automate in minutes with UltimateGPT

The success story

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Scalable solution

Ultimate's flexible chat automation solution allows Aurinkomatkat to handle support volume spikes and grow along with their team.

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A seamless CRM integration

As longtime Salesforce users, Aurinkomatkat’s team loved that the Ultimate integrated quickly and easily into their CRM.

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24/7 support

With chat automation, Aurinkomatkat can support their customers before, during, and after takeoff.

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Operational efficiency

Customers receive the instant support they expect and agents are freed up for more rewarding tasks.

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