EVOX empowers Lion Travel to open a new chapter in customer service with AI

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After implementing the EVOX Connect AI customer service system, we are able to delegate repetitive questions to AI, allowing customer service staff to focus on more valuable interactions and create a more thorough, thoughtful and personalized travel experience.

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Legacy call center systems struggled to keep up with Lion’s business growth.

Rising call volumes and diverse customer demands overwhelmed the system, slowing down response time and hurting customer experience.

Manual caller ID recognition was too slow

The old system was unable to quickly recall the customer’s identity and intent, resulting in delayed responses and impacting the overall service experience.

Delayed reporting

Contact data gathered had to be processed by hand, slowing down required adjustements to the contact center.

No recording or text-to-speech functions

Without the ability to automatically record and retrieve calls, contact history could not be used as an effective tool for quality control management and training.

Fixed system settings

Changes to voice messages for product promotions or emergency announcements were done manually, leading to delays.

AI × cloud
Building a new, high-efficiency customer service experience

By integrating AI with intelligent management, Lion was able to streamline customer service with a single solution. This allowed Lion to shift from reactive support to proactive service that delivers instant, accurate and seamless engagements.

AI applications｜Making customer service faster and more customer-aware

AI IVR voice routing

The system automatically identifies the intent of incoming calls and accurately assigns them to the appropriate specialists, reducing wait time.

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AI handles simple inquiries

Voice prompts provide real-time answers to common questions, reducing the workload for customer service representatives.

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Call recording and transcription

The system can automatically record and generate call transcriptions to assist in auditing and employee training.

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Voice intent analysis

AI analyzes voice content, generates labels and summaries to identiy customer intent to help improve customer experience.

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In the age of AI, it is ultimately people who deliver cordiality. We want our colleagues to evolve from clerks into travel consultants — handing repetitive, routine tasks to AI so that people can focus on more meaningful interactions and create travel experiences that are thoughtful, caring, and personal.

— Jo Chang｜General Manager, Lion Travel Direct Sales

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Call labeling and analysis

Automatically tags and categorizes incoming calls, extracting trend data to help marketing and customer service teams refine their strategies.

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Real-time reporting and monitoring

Visualizes call duration, transfer counts, and agent performance to improve management efficiency.

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Data-driven decision analysis

Integrates call recordings, speech recognition and label data to support precise, informed decision-making.

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Cloud-based backend management

Administrators can update announcements and voice settings at any time to quickly respond to marketing activities or emergencies, improving operational flexibility.

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Intelligent management｜Faster and more transparent decision-making

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Lion Travel receives approximately 45,000 calls per month. Previously, customers often had to be transferred multiple times, resulting in a less-than-smooth experience. After implementing EVOX, AI voice services and IVR intelligent routing — combined with real-time reporting for sharper decision-making — our agents respond to customer needs faster. Customers now feel that the service truly understands them, with more immediate responses and a seamless service experience.

— Ben Chang｜Chief Marketing Officer, Lion Travel

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The next decade of travel!

How Lion Travel is using AI to lead customer service transformation

Lion Travel has broken down system barriers to implement EVOX Connect AI customer service. By using AI IVR to analyze inquiries, agents can focus more fully on handling complex or in-depth customer needs. With repetitive tasks delegated to AI, service staff have evolved from clerks into warm, people-centered travel consultants — and the customer experience has shifted from reactive to a proactively caring service.

Media interview

Lion Travel Leverages EVOX AI to Open a New Chapter in Customer Service

Legacy call center systems struggled to keep up with Lion’s business growth.