全球旅游品牌借助 Amazon Connect 革新客户服务.pdf

1、B I Z 2 1 7Global tourism brand transforms customer service with Amazon ConnectRamn DelimaGlobal DirectorCustomer Service&OperationsTUIAly GalalEMEA Head of Sales>MAmazon ConnectAWS 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.The stakes 2025,Amazon Web Services,Inc.or its af

2、filiates.All rights reserved.2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Enhanced personalization is non-negotiable79%Expect personalized experiences64%Willing to pay premium for personalization82%Of interactions still involve voice at some pointAmazon Connect has tens of thou

3、sands of customers supporting more than 16 million contact center interactions a day and optimized 12B minutes of customer interactions last year with AI 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Amazon Confi

4、dential and Trademark.9TUI Customer Service&Sales 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.TUI GroupThe worlds leading integrated tourism businessHelp millions of customers discover hundreds of destinations globallyTUI&AWS:A journey of digital transformation and innovation3

5、3MCustomers400 Hotels&resorts16 Cruise ships130 Aircrafts 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Amazon Confidential and Trademark.11Where do we come from?Global international tourist arrivals(billions)00.42015Index2016201720182019202020212022202320240.81.21.6Tourism reco

6、very after CovidSharp increase in passengersTourism sector not ready for bounce-backPer booking,customers contacted Customer Service 2.8 timesCustomer Service call lasted more than 11 minutesDisappointing CSAT score of 7.0 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Amazon Con