Europe's Largest Airline

HAPPY CUSTOMERS

Europe's Largest Airline

Customer: Europe’s Largest Airline

Category: Speech

Technology: Speech Analytics

Our Goal

The most important expectation of customers calling the contact centre is to obtain accurate information as swiftly as possible. When it’s the contact centre of an airline company, getting immediate and precise information becomes even more critical. In our client’s previous system, passengers had to navigate a complex menu maze to acquire information about a flight’s departure and arrival on that day.

The complexity and length of menus required customers to listen to many flight departure and arrival details beyond what they needed.
Managing the real-time updates of this critical information escalated the operational workload.
There was an increased risk of misinformation due to human error.
Since the information was lengthy and announced only once, customers had to call back if it was misunderstood or incomplete.

Achievements

With our new system using ASR technology, the average time for customers to obtain flight departure and arrival information has reduced to 55 seconds, achieving a fourfold decrease compared to 210 seconds in the previous touch-tone system.
Operational workload decreased due to shorter call durations.
There was no longer a need for customer representatives to manually check information and record new prompts, reducing their workload.
The risk of human error was eliminated as the new system instantly retrieved departure and arrival information from a live database.
By offering a user-friendly solution to individuals with disabilities or senior citizens who might struggle with touch-tone menus, the accessibility rate of the contact centre was increased.

Who is Europe’s Largest Airline?

It is one of the largest and most prestigious airlines operating worldwide.

*Customer names cannot be included on our page due to confidentiality.