Automated Chatbot Improves Overall Deadhead Request Processing Time by 95% for a Major Airline
CASE STUDIES
Due to manual deadhead deviation request processes, the client faced workforce shortages and high costs. IGT Solutions resolved these issues through an automated solution featuring a LivePerson chatbot and RPA integration. The solution significantly improved processing accuracy, time, and average handling time.
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About the Client
The client is one of the world's largest American airlines operating across the USA and all six inhabited continents.Business Challenges
The client struggled with a severe workforce shortage while handling deadhead deviation requests. The lack of a streamlined and efficient process was a challenge and a pressing issue that necessitated an immediate solution to reduce human staff reliance. The manual process was costly and unsustainable in the long term, increasing crew management and scheduling costs.Business Solution
IGT Solutions developed an end-to-end automation solution to optimize the manual process. It involved implementing a LivePerson chatbot for initial processing, equipped to handle over 250 FAQ pairs and more than 400 intents for smooth user interaction.
- Leveraging UiPath and LivePerson technologies for the CCS applications and an open-software framework to support development, mission operations, and flight software
- Integration with backend APIs and RPA solution to process requests for deviation and processing of positive space requests
- LivePerson chatbot passes information to the CCS application to ensure the authentication of flight attendants/users and reporting
- The solution automates two types of requests: i.e., front-end deviation and backend deviation.
Business Results
0%
Improved Accuracy of Deadhead Request Processing
0%
Improved Processing Time
0%
Reduced AHT
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