Partner Cast Study | Tiger Analytics

Case Study date: April 25, 2024

As a global leader in AI and analytics services and solutions, Tiger Analytics has been helping organizations turn enterprise data into intelligent action since 2011. But technical knowledge is only half of the equation for the company.

The other half is empowering their customers to embrace innovation and drive growth. As a Microsoft partner, Tiger Analytics uses their expertise in Microsoft solutions to help customers stay ahead in a competitive market.

Their partnership with Microsoft also introduced them to Inspiro—a global customer experience outsourcing organization that supports each stage of the customer lifecycle with strategy, consulting, management, and digital solutions. Working together, they made a big impact on customer support operations for a leading airline.

A tedious search process

In the airline industry, sky-high customer expectations need to be met with reliable, accurate, and swift support. Inspiro provides both voice and non-voice call assistance for customers of a major airline based in the Philippines. On any given day, their contact center agents help with everything from booking flights and processing refunds to assisting passengers with special handling needs.

Inspiro previously worked with the airline to develop a knowledge base tool that organized and consolidated information—and with that tool, agents could search the knowledge base using specific keywords. If a customer had a question about baggage allowance for their flight, the agent could use "baggage" as a keyword. In turn, the search tool would then provide a list of every document in the knowledge base with "baggage" in the file name.

"These documents can be pretty technical, but the agent has no choice but to read through them and find the correct information as quickly as possible," said Christian Fajardo, Vice President of Operations at Inspiro.

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