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    GOLD AWARD WINNERS

    Mar 20, 2018 6 minutes

    GOLD: Innovation

    Bravo Oscar Tango

    Air New Zealand

    The biggest stress factor when travelling, is time, according to customer feedback, so Air New Zealand custom-built an artificial intelligence-backed chatbot, Oscar to support customers in real time.

    In his first week, Oscar answered 7% of customer questions. On a busy day, he chats to more than 1000 people and can resolve 67% of queries across 350+ subjects of increasing complexity.

    Oscar not only enables front-line staff by automating routine tasks, his knowledge can be updated immediately to address new customer needs. He also acts as a valuable insight capture tool, providing real-time feedback on where improvements can be made across customer touchpoints.

    GOLD: Travel & Leisure // GOLD: Social Media & Viral //BRONZE: Direct Response (any media)

    Contiki Squad

    Chemistry Interaction/Contiki

    Contiki Squad was created to remind Kiwis why Contiki is a great way to see the world. Instead of using paid social media influencers, the campaign used real young Kiwis

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