45% Call Automation Boosts Efficiency and Passenger Experience for a Low-Cost Airline
CASE STUDIES
An international low-cost airline faced inefficiencies and low passenger satisfaction due to the absence of self-service technology, forcing agents to manage repetitive multilingual queries. IGT Solutions enabled an automation solution with backend integration that automated FAQs and transactions in five languages, while seamlessly escalating complex cases to live agents with complete chat continuity.
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About the Client
The client is an international low-cost airline.Business Challenges
The airline struggled to meet multilingual customer needs, as a lack of app-free self-service forced agents to handle repetitive queries, straining efficiency and lowering passenger satisfaction.Business Solution
IGT Solutions deployed a fast, multilingual bot with backend integration to automate FAQs and transactions, support five languages, and seamlessly escalate complex cases to live agents with complete chat continuity.
- Multilingual bot in 5 languages (EN, TH, JP, KR, CN)
- Automated FAQs + simple tasks (refunds, baggage, flight status/search)
- Backend integration for seamless execution
- Escalation to live agents with full chat history
Business Results
Improved CSAT Scores
24/7
Customer Support
0%
Calls Automated
Lower Operational Costs
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