Arctic Adventures uses Mími to significantly enhance customer service and seize new sales opportunities.
"The ready-made Support Intelligence solution from Smart Data is built on a philosophy of our own design, is easy to implement, and offers endless possibilities for adapting to our operational needs."
Birkir Björnsson
Operations Manager at Arctic Adventures
60%
of cases are resolved instantly and automatically
Usage
A.I. Assistant
Automated sentiment analysis and content review
Fast and insightful dashboards
Sector
Tourism, service centers
The smart assistant Mími and
The travel company Arctic Adventures organises, sells, and manages trips and activities in Iceland and beyond. Arctic Adventures is a pioneer in adventure tourism. The company’s history dates back to its first rafting trips in 1983. The company employs around 200 people, both in Iceland and in Alaska and Vilnius. In 2023, the company had a turnover of approximately 7 billion ISK.
Arctic Adventures is committed to using technology to create unforgettable experiences. The development partnership with Arctic Adventures in the field of artificial intelligence is one of Smart Data's largest projects.
Arctic Adventures serves around 300,000 customers annually. In 2023, they received approximately 100,000 inquiries — around 70,000 via email or messaging and 30,000 by phone.
The market is flooded with ready-made chatbots nowadays, and after a brief search, Arctic Adventures tried Boost.AI. Until then, that solution had been considered the "industry standard," and they believed they were getting what they needed. However, it became clear that only a tiny portion of the tool that Arctic Adventures thought they required was actually available. Something else emerged.
"Boost.AI was both much more expensive and a less effective system. Mími has proven to be exactly what we thought we were getting with Boost.AI."
Birkir Björnsson
Operations Manager at Arctic Adventures
Mímir
Arctic Adventures turned to Smart Data in the spring of 2022, and together the companies set out to create a tool that could truly integrate into Arctic Adventures' customer service and resolve issues. In December 2023, GPT-Thor at Arctic Adventures was launched, and it quickly became clear that this was a game-changing solution.
Initially, GPT-Thor was able to resolve nearly half of the incoming inquiries, but today, it handles over 60% of cases. The challenges of the customer service team were progressively resolved one by one.
A rapidly growing group of customers handles their own service.
The smart assistant helps, books trips, sells, and resolves issues.
Over 60% of cases are resolved instantly and automatically.
Helpdesk open 24/7 with support in the native language of most customers.
Success can be measured in various ways, with comprehensive real-time analysis shedding light on expectations and sentiments
It is estimated that the new Arctic Adventures chatbot will handle 60% of digital interactions in 2025, covering over 70,000 individual conversations.
Here, on one side, you can see real-time conversation, and on the other, a visual representation of what happens behind the scenes when Mími resolves a customer issue. It retrieves data and communicates with internal and external systems, leverages language models and situational awareness through Context Suite, and ultimately integrates into the main tools of the customer service team.
Birkir Björnsson
Operations Manager at Arctic Adventures
"The volume of cases in Arctic Adventures' customer service had become overwhelming and required a quick solution.
The ready-made Support Intelligence solution from Smart Data is built on a philosophy of our own design, is easy to implement, and offers endless possibilities for adapting to our operational needs.
Now, the number of cases resolved with a single response is steadily increasing, customers receive the first response almost instantly, and we both close many more cases and invest less time, resulting in greater customer satisfaction."