Hopper is a travel company growing rapidly. Last year, it reportedly earned $700MN in revenue. That represents a 40 percent uptick from 2022.
With that accelerating growth came new customers with different preferences, like those who default to the phone when articulating their needs.
Hopper had previously prioritized customer service through chat and self-service options, as a digital-first brand. Yet, it recognized the opportunity for voice to support its expansion.
Just adding voice wasn’t enough, however. It wanted to orchestrate AI-led voice experiences that pull in live agents when best for the customer.
In doing so, Hopper worked with PolyAI to deploy a front-end GenAI agent for the channel.
Now, the brand resolves 10-15 percent of its queries via the assistant while cautiously monitoring the impact on critical customer and agent outcomes.
As more contact centers prepare to deploy GenAI Agents, CX Today reached out to Jo Lai, Head of…
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