Travel and Hospitality
How Welcome Pickups Cut QA Time by 93% While Reducing Agent-Driven Dissatisfaction by 22%
Published
December 15, 2025
Welcome Pickups transformed their quality assurance from manual ticket reviews to AI-powered automation, achieving 100% coverage on negative reviews while cutting DSAT analysis from 2-3 days per week to just 2 hours.
In two months, they reduced agent-driven dissatisfaction from 50% to 39%, and freed their QA team to focus on strategy instead of spreadsheets.
The Problem: When Manual QA Can't Keep Up with Global Scale
Rodica Moroi, Quality Specialist at Welcome Pickups, had a routine that was slowly crushing her team's ability to improve. Every single ticket review took 15 to 30 minutes. Multiply that across a support operation handling 8,000 to 20,000 interactions monthly (volume that could double during peak travel seasons) and the math became impossible.
"Each ticket review took 15 to 30 minutes," Rodica explains. "We couldn't review enough tickets to get statistically meaningful insights. As a result, QA focus was mostly on evaluations and coaching, not on strategy, insights, or proactive quality improvements."
Welcome Pickups operates in over 370 destinations across 116 countries, providing pre-booked, personalized airport transfers and sightseeing experiences. Founded in 2015 in Athens, Greece, the company built its reputation on a simple promise: stress-free arrival experiences powered by carefully selected local drivers.
But that promise extended to three distinct personas, including travelers, partners, and drivers, with each requiring tailored support at every step of their journey. The support team worked closely with operations and product to maintain service quality, which meant their insights needed to inform decisions beyond just agent performance.
With limited ticket coverage, Rodica couldn't confidently identify team-wide trends or systemic issues and coaching became reactive, addressing individual tickets rather than patterns. During peak travel seasons, when the team doubled in size and interactions surged to 20,000 per month, QA coverage became even more sparse, exactly when they needed it most.
The Solution in Action: From Spreadsheets to Strategy
Intryc fundamentally changed how Welcome's QA team spent their time. Instead of manually reviewing a small sample of tickets using spreadsheets to track inputs on agent-driven versus non-agent-driven issues, the platform now evaluates 100% of negative reviews automatically.
The transformation is most visible in Rodica's Monday morning routine. "Every Monday morning, we start the week with a complete set of insights on all negative reviews from the previous week, something that used to take days of manual work," she says.
Comprehensive DSAT Analysis
What once consumed 2-3 days per week now takes 2 hours. More importantly, the analysis is based on 100% of negative reviews rather than a small sample, which means Welcome Pickups can act on every dissatisfied interaction and understand exactly what happened.
Personalized Coaching at Scale
Instead of creating lengthy presentations or generic bullet points that need adjustment for each agent, Rodica builds tailored coaching sessions directly in Intryc. Discussion points generate automatically based on each agent's evaluations, ensuring every session addresses that agent's specific needs.
AI Training Simulations
A recent feature allows Welcome Pickups to assign real case scenario training where agents respond to an AI bot exactly as they would with a customer or partner. "They can train on a specific aspect, and we can monitor their performance and improvement," Rodica explains. "We have full visibility and control on both the insights and the training process."
Multi-Persona Sampling
With three distinct personas to support, which include travelers, partners, and drivers, Welcome Pickups needs flexible sampling to ensure quality across all interaction types. "We can sample tickets based on so many different factors," Rodica notes. "We want to ensure that the support we offer is tailored and personalized to everyone."
Results: 93% Time Savings, 22% Quality Improvement, 100% Coverage
- Agent-driven dissatisfaction dropped from 50% to 39%, a 22% reduction in just two months.
- 100% of negative reviews now evaluated (up from a small manual sample that couldn't provide statistical significance).
- DSAT analysis: 2-3 days per week to 2 hours per week, a 93% time reduction.
- Significantly faster coaching cycles with automated, personalized session building, plus AI simulations for proactive skill development.
To understand the magnitude of efficiency gain, consider Rodica's comparison: "In the past, reviewing one ticket manually would take 15 to 30 minutes. Now, in the same amount of time, we can grade the whole amount of tickets from one day for the whole support team, not just for one agent."
"It's not just about saving time," Rodica emphasizes. "It's about having visibility and control. I believe that the earlier you spot patterns, the faster you can act and prevent bigger issues down the line."
Cut Your QA Time from Days to Hours and Scale Coverage Like Welcome Pickups
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