Custom Travel Solutions (CTS), the software-as-a-service private-label platform for closed-user groups to sell travel has celebrated its one year partnership anniversary with AItensify, a Germany-based leader in voice and text analytics.
AIintensify’s omnichannel analytics tools analyse customer interactions across voice, chat, and email, converting them into measurable KPIs and transforming how CTS approaches customer service.
By understanding customer intent, sentiment, and satisfaction levels, CTS can proactively address concerns, enhance member interactions, and streamline processes.
This approach generates actionable insights from recorded calls, chat transcripts, and emails, driving improved satisfaction scores and operational efficiency.
The partnership has delivered “significant” results, including a marked improvement in member satisfaction driven by sentiment analysis and immediate issue resolution.
CTS has enhanced operational efficiency by leveraging AI-powered insights to reduce manual processes and streamline workflows without sacrificing quality.
It’s also seen proactive customer engagement achieved through automated follow-ups triggered by low sentiment scores, ensuring that every member’s concerns are promptly addressed.
“Customer service is at the heart of what we do,” said Mike Putman, CEO of Custom Travel Solutions (CTS).
“With AItensify’s tools, we can measure member interactions in real-time and address issues before they escalate – for example, by having a more senior person call back a customer who subtly revealed they were unhappy.
“This proactive approach has transformed our ability to deliver personalised and efficient support, elevating satisfaction levels across the board for our clients.”
He said: “The insights we’ve gained from this collaboration are invaluable. We iterate the program monthly, introducing new features and refining our approach to ensure we stay ahead of customer needs. This is just the beginning of what we can achieve together.”
Markus Stumpe, CEO of AItensify, said: “In this competitive era, our collaboration with CTS demonstrates the power of pairing advanced analytics with a customer-first philosophy.
“Our technology provides actionable insights and facilitates a continuous feedback loop, enabling CTS to deliver exceptional service while achieving operational efficiency.”
“This partnership also marks our expansion into the U.S. travel subscription market, showcasing our adaptability across industries.
“Together, we are setting benchmarks for how AI can redefine customer service, emphasizing personalization and efficiency,” he added.
