Latin-American airline helps 45% of its customers change their itineraries with smart messages.
A great challenge for airlines is how to deal with delays and flight cancellations. This is where customer service is really tested. Contact Centers overflow with calls from angry customers who cannot find a solution to their problems.
We have found a solution for these cases where calls are reduced by 35% and achieving 45% effectiveness in generating new reservations automatically with a very high customer perception.
Here we see how the intelligent system interacts with a client to change a reservation:
With our solution, the airline reduces calls to the contact center while providing a fast and effective alternative to its customers.
As a next step, we are integrating WhatsApp along with a call from an intelligent machine with which the traveler can interact replacing conventional SMS.