Six Flags faced challenges with its customer support system, which was outdated, non-conversational, and unable to handle high inquiry volumes. This led to long wait times, limited self-service, and inefficient information gathering for human agents, negatively affecting customer satisfaction and raising operational costs.

To address these challenges, a multi-phased project launched the client’s Infobot, utilizing Google Cloud’s Dialogflow CX for natural language understanding and conversation management. Powered by Google’s text-bison, the system efficiently handled a significant portion of customer inquiries through self-service options and seamless handoffs to human agents. The project also involved migrating to Dialogflow, integrating with Salesforce CRM for ticket management, and establishing a CI/CD pipeline for continuous improvement. This solution increased efficiency and reduced operational costs.

Reduced Customer Service Burden: The conversational AI solution achieved a 55% contact deflection rate, significantly reducing the load on human agents.

Increased Efficiency: Automated intent capture and Salesforce ticket creation streamlined the handoff process, resulting in faster response times.

Enhanced Customer Experience: The AI-powered bot provided users with quicker, self-service options, leading to improved satisfaction.

Cost Savings: By reducing the need for human intervention in routine inquiries, operational costs were minimized.