We integrated GPT-4 into our Customer Support flows in January, and the results have been astonishing. I honestly didn’t believe these stats were true when I was first shown them, but they are…
⏱️ Median Time to Ticket Resolution:
⚡️ Down from 39hrs (2023) to just 6.5hrs (not a typo!)
Industry benchmark: ~24h
👍 CSAT (Customer Satisfaction) scores:
🏆 Up from 69% to 96%. All-time record levels.
Industry benchmark: 65% – 90%
We’ve only scratched the surface of what’s possible here, and have kept a laser focus on post-booking support to begin with. The potential for AI to streamline marketplace discovery, matchmaking, negotiating, and conversion is huge.
Huge shout-out to our Head of Operations & People, Perrine, for spearheading a seamless rollout in phase 1 of our AI roadmap. 🚀
Excited to see what’s next.