How Odeon taught its Zendesk AI chatbot to speak like one of the team
When Odeon Cinemas upgraded its Customer Experience (CX) platform this year and rolled out a new AI-powered assistant to handle guest queries, the expected benefits from faster resolution and freeing up human agents were clear. But it was also important to stay true to the values of a brand that has been a staple feature of the UK's leisure experience for generations. That meant putting a lot of effort into ensuring the AI came across with the right tone of voice. Charlotte Ullathorne, the chain's Head of Marketing, explains:
It was really important for us that we didn't become robotic, because that's not who we are. We've got a huge amount of heritage — we've been around for 100 years. We're a very traditional brand as well. So it was really important for us that we had a route if someone did absolutely want to speak to us or chat...
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