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Eliška Dočkalová
IMAGINING THE IMPACT
OF VOICE-ENABLED AI ON CX
2
Who are we?
3
Eliška DočkalováHead of Innovations, Kiwi.com
+420 776 384 297
www.kiwi.com
Who am I?
4
01
Extensive growth
When do you realise that you need AI?
02
Virtual interlining
Applying voice-based AI to complex business
models.
03
Agenda
Understanding the impact
How are customers’ experiences changing?
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OLIVER DLOUHÝCo-founder & CEO
We want to make travel better, affordable, easy and safe for everyone. Kiwi.com really is by travelers, for travelers
“
It all started with one trip...
Virtual interlining
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Frontier
Ryanair
KLM
Jetstar
Aeroflot
Air Asia
Global presence
Brno
Prague
Bratislava
Belgrade
TunisiaNashik
Indore
Kiev
Split
Pune
Dalian
Manila
Suva
BarcelonaBrno, Prague,
Barcelona
Core Kiwi.com
employees
Bratislava, Belgrade , Dalian,
Kiev, Manila, Split, Suva, Pune
(IND) Nashik (IND) & Indore
(IND), Tunisia
Outsourcedpartners
14
Locations worldwide
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2011
Vacation in Fargo
While struggling to book cheap flights for a holiday, Oliver Dlouhý has an idea that could change the world. He finds Jozef Képesi to help develop their own flight search engine.
2012
Skypicker & Investors
Skypicker is founded and development starts on our unique flight combination algorithm. Czech entrepreneur Jiří Hlavenka invests in the idea.
2014
Big Boom
We acquire Which Airline, a flight search engine, boosting users and revenue. Kiwi.com experiences first partner bookings.
2015
Growth
Our growth doubles. Kiwi.com gets another investment, integrates GDS carriers as well as all the Meta searches.
2016
Kiwi.com
Skypicker is renamed to Kiwi.com
2017
700 mil Euro Revenue
Revenue grows from 330 mil in 2016 to 700 mil Euro in 2017. Kiwi.com named the fastest-growing technology company in Central Europe by Deloitte’s Technology Fast 50 Central Europe in the Rising Star category.
Making travel better
Sales reach 1.2bil Euro, number of employees reaches 2100 Kiwis worldwide. We implement buses and trains into our search.
2018
6 years of Kiwi.com
9
Kiwi.com in numbers
1.2b €Gross sales in 2018
2.1k+ KiwisEmployed across 14
locations
700+
Airlines combined viaVirtual Interlining
30k+
Seats sold per day
Contact platforms
CallEmail Chat Social media
Number of calls
MonthNumber of contacts
2018-01 65284
2018-02 61743
2018-03 81057
2018-04 82951
2018-05 77690
2018-06 53544
2018-07 65076
2018-08 57642
2018-09 46209
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12
Add passenger info
Invoice Requests
Read back Flight Details
FAQsAdd Luggage / Insurance
Add Meal / Pets
Boarding Pass Issues
Change Flight
Seat Upgrade
Flight Cancellation
Special Assistance
Payment Issues
Kiwi.com Guarantee
Fraud Check
Add Child
Fully handled
Partially handled
Transfers to the floor at first intent
Covered intends
Good
13
Complaints
ratio
0.002%
CX Impact
Bad
