IROPs Re-Booking Automation Solution Enables a Low-Cost Airline to Manage Disruptions Proactively
CASE STUDIES
We deployed a scalable conversational re-booking bot with NLU in English and Chinese, enabling seamless app-free transactions, smooth agent handoffs, and flexible IROPS management.
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About the Client
The client is an international low-cost airline.Business Challenges
Traditional form-based interfaces fell short during flight disruptions as users increasingly preferred conversational, app-free experiences on mobile.Business Solution
IGT Solutions implemented a cloud-based conversational re-booking solution with end-to-end automation, leveraging bilingual NLU, intelligent bot-to-agent handoff, and configurable IROPs policies.Business Results
24/7
Customer Support
20-30%
reduced call volumes during IROPs
0%
Calls Automated
Improved Passenger Satisfaction
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