How Baleària Uses Zendesk AI Chatbots to Deflect Tickets and Achieve a 96% CSAT Score in Travel Support

By: GoBeyond Team

July 27, 2025

3 min read

Baleària Zendesk AI chatbot interface

Quick Overview

Baleària implemented Zendesk AI chatbots to answer common travel support questions and deflect tickets before reaching agents. This resulted in a 96% customer satisfaction score, significant ticket volume reduction, and improved customer experience.

Baleària

Baleària

Company Size

Not publicly disclosed

Revenue Range

Not publicly disclosed

Primary Challenge

Reducing ticket volume and improving customer satisfaction in travel support

Key Metrics

- 96% CSAT score
- Significant ticket deflection
- Improved customer experience

The Problem

High ticket volumes delayed support and lowered satisfaction

The Solution

Zendesk AI chatbots handle frequent inquiries and triage tickets

Results

- Reduced agent workload
- Higher customer satisfaction
- Faster response times

Details

Industry

Hospitality & Tourism

Departments

Customer Support & Service

Operations & Workflow Automation

Use Cases

Customer Ticket Management

Tags

NLP

Real-Time Processing

Scalability

SaaS

Support Teams

AI Tools Used

Zendesk AI

Sources

https://www.zendesk.com/blog/ai-powered-ticketing/

More Case Studies

How National Gas Metering Used AI to Create Engaging Event Graphics Six Times Faster

Construction

How Mortenson Construction Improved Project Tracking and Efficiency with Doxel’s AI-Powered Construction Progress Platform

Real Estate

How Square Enix Uses Slack and Azure OpenAI to Provide Instant Developer Support with “Hisui-chan” Chatbot

Media & Entertainment

How IndiGo Improved Customer Satisfaction to 87% with Yellow.AI Chatbots Handling 42M Messages Quarterly

Hospitality & Tourism

How SAP Concur Uses AI to Automate and Enhance Expense Management

Technology & SaaS

How China State Construction Uses AI and IoT Sensors to Monitor Construction Equipment and Optimize Project Scheduling

Construction

🤖 Chat with AI