Navan Exec on How Artificial Intelligence Helped During CrowdStrike Outage
The recent CrowdStrike security breach has raised questions about the reliability of technology and its ability to handle crises. At this point, corporate travel management solutions company Navan has shown how useful it can be Artificial Intelligence in Crisis, in particular, in the form of its chatbot for customer support.
The crisis situation and its impact on business
The CrowdStrike outage impacted many companies, leaving customers and employees without access to essential data. In such moments, response time to user queries becomes critical. Navan was prepared for such a reaction thanks to the technology that powers its chatbot.
- Instant support: The Navan chatbot responded to user requests almost instantly.
- Processing large amounts of data: Artificial intelligence helped in distributing requests and prioritizing the most pressing issues.
- Human factor: While the bot handled basic queries, the company mobilized a team of specialists to handle complex cases.
Technology behind success
The Navan chatbot uses Artificial Intelligence in Crisis to create effective and accurate responses to customer inquiries. Here are some of its features:
- Natural language processing (NLP), which allows bots to understand and interpret human speech.
- Data analysis to improve service quality and optimize operations.
- Integration with customer management systems, which allows maintaining a unified communication format.
According to a study conducted by Gartner, more than 70% customer requests can be handled using chatbots. This not only reduces the burden on human resources, but also allows the company to maintain a high level of service even in times of crisis.
Benefits for customers and business
During the CrowdStrike outage, Navan users were able to access the information they needed in the shortest possible time. This was possible thanks to the chatbot’s ability to automatically route requests and provide updates quickly. In addition, the use of artificial intelligence reduced the likelihood of errors that can occur during human communication.
The company executive noted that Artificial Intelligence in Crisis — is not just a tool, but a real partner that helps to cope with the challenges of modern business. This approach has allowed Navan to become one of the leaders in the field of corporate travel management and ensure stability even in situations of increased stress.
Future Prospects
As AI technology continues to evolve each year, adapting it to crisis management will happen at a rapid pace. For companies like Navan, using AI to handle customer queries will become the norm in the coming years. This also highlights the need to invest in AI solutions to stay competitive.
For more detailed information on the implementation of technologies in business processes, you can read various studies, for example, at the link Technology trends 2023 or Artificial intelligence in companies.
