What challenges did Mystifly face before AI implementation?

New users unfamiliar with airline terminology needed additional support while configuring the Smart Selling Platform Manager. Documentation alone was not enough, creating a bottleneck in onboarding and stretching support resources.

What was the impact of the AI solution?

The chatbot reduces the need for direct agent support requests. It improves efficiency, customer satisfaction, and support responsiveness. Users can get quick answers without waiting for a support agent.

Rank#3,134of 3,449

Source

GCPEvidence: Medium50/100

Mystifly: Vertex AI Agent Builder + Dialogflow CX chatbot for customer self-service onboarding

Use case typeCustomer onboardingUpdated Apr 17, 2024

Mystifly is an airfare distribution Platform-as-a-Service provider that streamlined customer onboarding and support for its Smart Selling Platform Manager using Google Cloud conversational and generative AI. The resulting chatbot, Mystic, allows users to self-serve by answering questions from indexed internal documentation and escalating unresolved cases to a human agent.

Organization: Mystifly
Industry: Tech & Comms
Location: Singapore
Published: April 2024

Reported outcomes

Strategic outcomes

Customer experience & trustFaster self-service support for onboardingEmployee experienceReduced agent support burdenCost efficiencyStreamlined configuration workflow

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: Mystifly
Provider: GCP
Maturity: Unknown
Linked source: Google Cloud Customer Story

No explicit deployment-stage evidence found.

Customer identity supportedSource describes one deploymentMaturity evidence evaluated

Primary read

Use case focus

Showing 3 of 3

1Customer onboarding
2Customer support automation
3Conversational assistants

New users unfamiliar with airline terminology needed additional support while configuring the Smart Selling Platform Manager.
Documentation alone was not enough, creating a bottleneck in onboarding and stretching support resources.

Built the Mystic chatbot with Vertex AI Agent Builder and Dialogflow CX.
Used Google Cloud Storage to store indexed internal documentation for answer retrieval.
Escalated unanswered questions to human support via a workflow triggered by webhook/email.

Technologies

Vertex AI Agent Builder Dialogflow CX Cloud Functions Cloud Storage

The chatbot reduces the need for direct agent support requests.
It improves efficiency, customer satisfaction, and support responsiveness.
Users can get quick answers without waiting for a support agent.

Architecture

Mystic uses Vertex AI Agent Builder with Dialogflow CX to understand user questions and generate answers from internal documentation stored in Google Cloud Storage. If the chatbot cannot answer, a webhook triggers escalation to human support via email.

Sources & evidence2

Evidence: Medium50/100Evidence strength