Taking air travel CX to new heights
Shifting from traditional service models to automated digital channels to better serve air travel customers at scale amid rapid growth.
Our game-changing approach
We introduced a holistic solution to elevate the quality of customer interactions and service in three pivotal areas
Automation and enhanced self-service
We integrated a sophisticated chatbot trained on 85+ processes and 4,000 frequent inquiries, successfully managing half a million transactions monthly. A digital widget was also introduced on the airline’s webpage, offering clients a smooth toggle between the site and a WhatsApp chat, setting the groundwork for the airline’s digital evolution.
Streamlined digital channel access
By leveraging an Interactive Voice Response (IVR) deflection strategy, customers were motivated to shift from voice to chat with the promise of faster service speed. This move directed over 30% of voice interactions to the revamped chatbot, amplifying efficiency, cutting wait times, and servicing more customers. Within half a year, the chatbot’s customer handling capacity increased tenfold compared to the former system.
Comprehensive end-to-end service
We introduced a payment link to ensure easy transactions and high levels of security, empowering the chatbot to collect card details and process payments. The tool maximizes customer convenience while ensuring data safety, eliminating the direct exchange of sensitive data during chats.
The transformation, involving not only with the bot, but also the use of IVR deflection and SAR, made the customer experience more coordinated, precisely orientated toward satisfaction, and allowed the customer to self-serve while receiving a very good service.
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