[Case interpretation] ROI increased by 45%! Mixdesk helps the transformation of AI customer service in the tourism industry!

Author of this article：Marshall, MIXDESK Overseas Research Institute

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With the gradual liberalization of China's tourism policy and the strong rebound in international travel demand, more and more foreign tourists have come to China to travel, drivingInbound travel to ChinaThe market has entered a period of rapid growth. Data show that as of the first half of 2025, the number of foreign tourists to ChinaYear-on-year growth of more than 39.2%，Chinese tourism companies have ushered in unprecedented development opportunities.

However, the complexity of global customer service has also become a yoke that restricts the development of enterprises. For example, our partner Company G has encountered the following headache problems.：

Multilingual services are difficult to fully cover：

Most tourist customers come from different cultural backgrounds, involving nearly 20 major languages including English, Russian, Arabic, Japanese, Korean, etc. Traditional customer service teams often only cover about 40% of popular languages, and the delay in instant response in multiple languages is more than 15 minutes, and the delay in response in small languages is more than 15 minutes.The customer churn rate is as high as more than 30%，Seriously affect customer satisfaction and conversion effect.

Customer inquiries skyrocketed during the peak season, and it is difficult to flexibly adjust the service manpower.：

Taking the Easter period as an example, the customer service consultation volume of Company G during the peak seasonSoared to 7 times the off-season，As a result, the temporary expansion of customer service was as high as 250%, and the idle rate of customer service in the off-season exceeded 35%, resulting in a lot of waste of resources. The average daily effective service time of manual customer service is less than 5.5 hours，Repeating simple questions accounted for more than 60% of answers%，The overall human efficiency is far below the ideal level.

Multi-channel news is fragmented, making it difficult for customers to follow up：

Company G receives customers at the same time through various channels such as the official website, Facebook, Instagram, WhatsApp, and email. Customer service staff need to frequently switch windows on different platforms to reply.，Cause leakageReceived more than 10 inquiries%，The loss of potential customers is serious, it is difficult for the sales team to centrally manage and follow up high-quality leads efficiently, and the conversion rate has declined significantly.

In view of the common problems of the above industries, Company G has reached a cooperation with us，Combine overseas multi-channel message aggregation through AI customer service，It has realized the opening up and efficient management of the whole chain of customer capital. Only one month after the launch, the retention rate of G's customers increased by 38%, the average time for customer consultation response was shortened to less than 5 seconds, and the sales conversion rate increased by 38%.ROI increased by 45%.

These groundbreaking results rely on the following core landing scenarios customized by Mixdesk for G Division.

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Application 1: Multi-channel message aggregation，

Open up the “information silos” of customer communication

After the introduction of Mixdesk, G Division realizedMulti-channel message aggregation(Official website, Facebook, Instagram, WhatsApp, email, etc.), customer inquiries from any channel can be instantly displayed in the Mixdesk workbench. Eliminates the loss of clues caused by channel switching in the past, greatly improves the work efficiency of employees, and manual customer serviceResponse time is shortened by an average of 90%，Reduced from 12 minutes to 1 minute!

A stable and reliable multi-channel aggregation mechanism is the cornerstone of Company G to complete the efficient management of multinational customers, and it has also greatly improved the customer experience. For follow-upAI customer service staffThe in-depth intervention has laid a solid foundation.

Application 2: AI Agent covers the whole process and releases the limits of manpower

In the travel consultation, a large number of basic issues such as visa processing process, hotel facility confirmation, flight time, etc. are oftenAppear repeatedly.In the past, Company G relied on a 24-person customer service team to answer one by one, which caused a serious overload of customer service and low efficiency.

With the help of Mixdesk's powerful AI customer service engine, Company G only uses5 minutesTime, upload the corporate knowledge base and vocabulary，connectExternal systems such as orders，The dedicated AI customer service was configured and successfully realizedMore than 90%Routine inquiries are resolved automatically.

In the process of serving customers, AI can not only accurately understand multi-language text messages, but also for the messages sent by customers.Voice and pictures can also be accurately recognized!Adjust the tone of response according to the customer's emotions, and be patient, professional and caring.

Mixdesk AI also has efficientIntent recognitionFunction, for customer retention of capital，Automatically recognize and assign values，One-click export of customer information in the background; for high-value customers，Automatically label and assignDedicated manual customer service to improve efficiency and conversion; for complex and difficult problems，One-click seamless after-sales processing，Ensure that the customer experience is not discounted.

Using a set of combination punches from Mixdesk, the pressure on the manual customer service of Company G was greatly reduced, and the size of the customer service team was reduced from the original 24 people to 5 people.，Saves 80% of labor costs，Customer satisfaction increased to more than 95%，Manual service is more accurate and efficient.

For old customers of Company G, Mixdesk can also target them.Accurate secondary marketing，Regularly distribute tourist route recommendations, holiday discounts and other related content in bulk to continuously increase customer activity!

With the blessing of AI intelligent customer service, the customer service system of Company G has jumped from a simple “problem solver” to a "problem solver".7*24h all-weather AI agent，Create a perfect premise for the follow-up sales conversion link.

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Application 3: Accurately track advertising sources to help sales conversion

The main ways for Company G to obtain customers are, inRun ads on multiple channels such as Facebook, If the customer's specific source of advertising material can be accurately identified, it is the result of accurate sales follow-up andGrasp customer pain pointsThe key!

Traditional systems often fail to effectively track the promotion details behind each consultation, resulting in a disconnect between sales and marketing, making it difficult to target customer concerns.Develop personalized plans and tactics，Missed the opportunity for transformation.

In response to this pain point, Mixdesk providesReal-time tracking of ad sourcesfunction. When a customer initiates a conversation, the system will automatically display its corresponding Facebook creative information at the top of the conversation to help salespeople gain precise insights.Customer interests and pain points of attention.

This feature not only improves the customer experience, but also helps Company G get through fromFull link from ad delivery to customer conversion，Greatly enhance the collaborative effectiveness of marketing and sales. customerConversion rate increased by 45%，The follow-up efficiency of high-quality customers has been increased by 50%, which has greatly shortened the transaction cycle.

Application 4: Real-time translation in multiple languages，

Clear language barriers and promote transformation

Company G has overseas customers all over the world, using nearly 20 languages such as English, French, Russian, Arabic, and Korean.，Language communication problemsprominent. The traditional reliance on manual use of third-party translation tools is not only inefficient, but also leads to a decrease in customer experience scores due to translation errors.，The complaint rate has risen.

Mixdesk has built-in the latest large-model translation engine, global languagesReal-time automatic translation，Integrated tourism majorTermbaseAccurately identify industry terminology expressions, with an accuracy rate of up to 99.8%. The Mixdesk system can also be based on the customer's browser or input language，Automatically send the corresponding welcome message，Ensure that the interaction is smooth and natural.

After this optimization, the small language of Division GCustomer complaint rate dropped by 96%，The conversion rate has increased by 45%!

Accurate and efficientReal-time translation serviceSmoothed the language barrier in the global market for Company G and greatly enhanced overseas customersStickiness and capital retention conversion rate，Many customers choose G Company's products and services because of authentic language communication.

Application 5: Professional service support to help customers quickly land and operate efficiently

Mixdesk is equipped with a dedicated product after-sales support team for Company G, providingOne-to-one special guidance，From requirements analysis, system construction to function optimization, it runs through the entire project implementation cycle to ensure that the plan accurately matches the business scenario of the enterprise.

Just put forward the requirements and scenarios, Mixdesk'sElite implementation teamYou can immediately complete a number of services such as overseas multi-channel message aggregation, exclusive AI staff configuration, and automated workflow construction, so that enterprises can immediately complete overseas multi-channel message aggregation, exclusive AI staff configuration, and automated Workflow construction.No need to invest in additional labor costsYou can go online smoothly and operate efficiently.

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Finally, thank you very much to Division G for sharing with us the following typicalCustomer consultation case!

Customer consultation Record

Late one night, Tom, a customer from the United States, browsed the wedding travel package posted by G Company on Instagram. Tom sent a paragraphSpainvoicemessage，Ask for detailed information about recommended tourist routes. Soon, he transferred to the independent station of Division G and put forward a text consultation on accommodation and prices.

At this time, all the manual customer service of Company G has been off work, butMixdesk AI Agent 7*24h non-stoponline. AIPrecise identificationTom's Spanish voice content, and based on a customized knowledge base，In authentic SpanishQuickly responded to his consultation, and at the same timeTake the initiative to inviteTom sends contact information and specific needs, and is fully prepared for follow-up manual follow-up.

In the early morning of the next day, the G division operation team logged in to the Mixdesk background，One-stop viewTom sent it from Instagram and independent stations.All consultation information.passAutomated Workflow and AI collaborationAutomatically organized demand labels, operators quickly understand Tom's preferences and needs，Precise formulationPersonalized follow-up plan. In the end, the transformation was successfully completed.

The person in charge of operations of Company G commented on this: “Through this real customer service experience, we deeply feel that MixdeskMulti-channel message aggregation and AI customer serviceThe value. Not only helped us achieve seamless docking of different channels, but also ensuredReal-time intelligent response across languages，It greatly reduces the cost of manual customer service and improves customer satisfaction and conversion rate! “

summary

This kind of comprehensive, multi-level, wide-field products and services have created aRobust and reliable intelligent customer service system，It also provides a solid guarantee for the continuous optimization of subsequent business. In the future, Mixdesk will continue to help more tourism companies realize intelligent upgrades and accelerate the wave of AI intelligent transformation.

Click below to try Mixdesk AI for free，Explore infinite possibilities and release the boundaries of growth!

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