40.1 Million
Estimated Airline Flights in 2024
4.7 billion
Estimated Number of Airplane Passengers in 2024
$964 billion
2024 Market Value Projection
EXECUTIVE SUMMARY
TensorIoT empowered a major airline to transform their contact center with conversational AI and automated testing, resulting in streamlined operations and enhanced customer support.
GOAL
How can you leverage conversational AI and automated testing to streamline your contact center operations and enhance customer support?
RESULTS
By integrating conversational AI bots into their contact center, the airline significantly improved call processing efficiency and customer satisfaction. The successful implementation of the solution led to a nationwide expansion across all the airline's contact centers, demonstrating its effectiveness and robustness.
Background
Our customer, a major airline, wanted to revamp their contact center to streamline call handling and enhance customer support. They recognized the potential of conversational AI and automated testing to improve efficiency and customer satisfaction, and wanted a trusted technology partner to guide their transformation journey.
The Challenge
The airline faced challenges in managing high call volumes and ensuring consistent, high-quality customer support across their contact centers. They needed a solution that could seamlessly integrate conversational AI capabilities and automated testing to optimize their call handling processes and deliver superior customer experiences.
The Solution
TensorIoT designed a comprehensive solution to address the airline's needs. We developed a conversational user interface using Amazon Lex and assisted the client in implementing CI/CD pipelines to deploy chatbots across various project stages. Additionally, we designed and implemented automated test plans tailored specifically for the conversational AI bots, ensuring their reliability and performance in a non-production environment.