Travel Club modernizes its customer support system with Inbenta’s voicebot for a 39% lower cost per call and a +50% self-service rate
Travel Club is Spain’s leading loyalty program, managed by Inloyalty, with over 4.5 million members and an extensive network of partner companies, including Repsol, Eroski, Midas, and more than 150 e-commerce brands across sectors like food, energy, banking, insurance, and travel.
With the Travel Club Card, members earn points from everyday purchases, which can be redeemed for a wide range of gifts, trips, experiences and discounts. Travel Club’s mission is to reward customer loyalty and offer exclusive daily benefits.
To improve its customer experience and optimize operations, Travel Club partnered with Inbenta to replace its outdated automated phone system with an AI-driven voicebot.
In its first year, Inbenta’s voicebot delivered:
- 83K managed calls
- 50.4% self-service rate
- 39% reduction in cost per call
Challenge
Travel Club’s previous Interactive Voice Response (IVR) system was outdated and rigid. Customers were frustrated by limited menu options, and the system’s inflexibility made it hard to update or add new features quickly. This led to a poor experience and higher costs, as many calls had to be handled by human agents.
Solution
Inbenta implemented an AI-powered voicebot to replace the legacy IVR. The new system understands natural language, provides accurate answers, and seamlessly escalates complex queries to human agents when needed.
The voicebot features:
- Natural Language Processing for open-ended questions
- Easy, autonomous content updates
- Ability to resolve common queries without human assistance
- Customizable call flows based on customer profiles and business rules
- Intelligent call routing to human agents when necessary
Results
Inbenta’s voicebot delivered major improvements for Travel Club:
- More efficiency: The voicebot handled more calls automatically, easing agent workload.
- Smarter automation: Customers could check point balances, redeem rewards, and request duplicate cards, all without a live agent.
- Lower costs: Cost per call dropped by 39%.
- Faster updates: Travel Club teams could edit or create new flows without external support.
- Better insights: Call logs provided valuable data to further improve service.
By the numbers:
In just one year, Travel Club achieved:
- 83K calls handled by the voicebot
- 80K calls escalated to human agents
- 50.4% self-service rate
- 69.5% answer rate
- 39% lower cost per call
Inbenta’s voicebot has transformed Travel Club’s customer service, making interactions more natural and efficient. The result? Lower costs and a strong foundation for future innovation. It shows just how powerful AI-driven solutions can be in elevating service in the travel industry and beyond.
