Challenge Yatra, India’s leading online travel agency, offering a one-stop travel solution, wanted to reduce operational call center costs, so they set their sights on reducing the number of customer calls. At the same time, they wanted to keep their repeat customer purchase rate high at 82%. But with a knowledge base getting staler by the day, they knew they weren’t set up to provide a positive customer self-service experience. They needed a customer support automation partner to help them transform their FAQs into an effective self-service solution for their customers. Solution After looking at some local self-service providers, Yatra ultimately chose Bold360 ai for its robust capabilities, especially the Voices Dashboard, which shows them which customer questions cannot be

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