# How Go City uses Sprinklr

**10 hours to 10 seconds**: “reduced the process from 10 hours to 10 seconds”

As published on [sprinklr.com](https://www.sprinklr.com/stories/go-city-scales-fast-customer-support/). Captured by usedby on 2026-10-19.

- Company: [Go City](https://www.usedby.ai/companies/go-city.md)
- Tool: [Sprinklr](https://www.usedby.ai/tools/sprinklr.md)
- Industry: [Travel & Hospitality](https://www.usedby.ai/companies/industry/travel-hospitality.md)
- Teams: Customer Care

## The use case: how Go City deploys Sprinklr

Go City uses Sprinklr's AI chatbot to give customers a self-service refund experience, so agents only handle the more complex cases that need human interaction or exceptions.

Summary written by usedby from the source page, in English. The figures are those of Sprinklr and Go City, not ours.

> Working with Sprinklr, Go City introduced an AI-powered self-service refund experience that reduced the process from 10 hours to 10 seconds. As a result, agents no longer need to handle every refund request and can instead focus on the more complex cases

- **367%**: “which represents a 367% increase in chatbot containment”
- **70%**: “the Sprinklr AI chatbot contains 70% of those conversations”
- **40%**: “refund requests accounted for 40% of customer contacts”

> We have this objective of being better for our customers, being better for our teams, and Sprinklr is allowing us to do that
>
> Omar Ruiz, VP, Partner and Customer Care

Source: [sprinklr.com](https://www.sprinklr.com/stories/go-city-scales-fast-customer-support/), captured 2026-10-19.

## Other companies using Sprinklr

- [Acer](https://www.usedby.ai/companies/acer.md) — Confirmed
- [Ally](https://www.usedby.ai/companies/ally.md) — Confirmed
- [Aramex](https://www.usedby.ai/companies/aramex.md) — Confirmed
- [Asharq Network](https://www.usedby.ai/companies/asharq-network.md) — Confirmed
- [Deutsche Telekom](https://www.usedby.ai/companies/deutsche-telekom.md) — Confirmed
- [Fanatics](https://www.usedby.ai/companies/fanatics.md) — Confirmed

## What usedby checked

We compared the story with its live page on 2026-10-19.

- Checked: the figure 10 hours to 10 seconds is printed word for word on the page, near the name of Go City.
- Checked: the passage quoted above is copied word for word from the page, near the name of Go City.
- Checked: Go City uses Sprinklr. Confirmed line. Latest check across sources: 2026-10-19.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/go-city-sprinklr · How we check: https://www.usedby.ai/methodology