
AI Outcome Story
Scaling Seamless Travel Support with AI-Powered Self-Service
Outcome Powered By:
Vertical
Travel
AI Solution Type
Conversional AI
Outcome
AI-powered automation helped transform traveler support into a fast, seamless, and
scalable experience
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.