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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/

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