AI Outcome Story

Challenge 

• Supported more than 23 million passengers annually, creating massive pressure on customer service teams.

• Needed to resolve frequent, high volume inquiries around booking changes, cancellations, flight policies, and travel disruptions.

• Traditional support channels couldn’t efficiently manage the growing millions of customer interactions without increasing costs.

Solution Process

• Launched a Cognigy AI Agent integrated with Genesys Cloud CX, enabling automated self-service across both chat and voice channels.

• Designed the AI to handle over 70% of routine travel inquiries autonomously, allowing agents to focus on complex cases.

• Delivered a multilingual experience to support a diverse, global customer base, enhancing accessibility and satisfaction.

Outcome Details

• Achieved over 70% containment for customer inquiries through the AI-powered virtual agent.

• Reduced average handling time for common support tasks, enabling faster resolution and improving CSAT scores (Customer Satisfaction).

• Scaled support without needing proportional increases in staff, helping maintain cost-efficient operations even as passenger volumes grew.

23 Million Travelers Supported Annually: The AI Agent helps manage service for one of the largest low-cost carriers in the U.S.

Over 70% Inquiry Containment: Most travel questions — from flight changes to refund policies — are resolved without a live agent.

Multilingual AI Experience: The virtual agent can support passengers across different languages, making it easier for global travelers to self-serve.