The Challenge
As COVID-19 restrictions lifted in 2022, air travel surged, with both business and personal travelers eager to resume their journeys. This dramatic increase in flight reservations led to a major spike in customer inquiries to the airline’s call center. Passengers needed assistance with flight statuses, reservation modifications, and general travel information.
As a result, the call center became overwhelmed, leading to long hold times, extended call handling durations, and growing customer frustration. The airline needed an innovative solution to manage this influx efficiently while maintaining high levels of customer satisfaction (CSAT) and ensuring seamless travel experiences.
The Solution
To alleviate pressure on its call center, the airline implemented Aumtech’s Intelligent Communications and Collaboration platform, which introduced 24/7 self-service capabilities. Customers could now access flight status updates, modify reservations, and receive travel assistance without needing to wait for a live agent.
The solution was designed to provide a seamless, omnichannel experience. In situations where a customer still required human assistance, they could connect directly with a live agent via voice, screen share, and video share—all accessible directly from the airline’s website or from scanning a bar code from within the airport to truly provide an “Agent-on-Demand” experience. This ensured faster and more effective problem resolution while reducing frustration caused by long wait times.
By transforming its customer contact strategy, the airline was able to optimize agent workloads while significantly improving the efficiency of customer interactions.
The Customer Experience
With Aumtech’s platform in place, passengers now had the ability to resolve many of their inquiries through self-service, significantly reducing the need to wait on hold. The intuitive system provided real-time assistance for common travel concerns, allowing customers to modify reservations, check flight statuses, and access relevant travel information with ease.
For more complex inquiries, customers were connected to an agent via voice, screen share, or video share, ensuring a personalized, high-touch experience that expedited issue resolution. This direct agent connection eliminated unnecessary back-and-forth and reduced the time spent on calls, further enhancing customer satisfaction.
The shift to a self-service model, combined with seamless escalation to live agents, allowed the airline to provide a faster, more efficient, and frustration-free customer journey.
The Win
By leveraging Aumtech’s Intelligent Communications and Collaboration platform, the airline successfully:
- Reduced call center strain by diverting routine inquiries to a self-service system.
- Enhanced the customer experience through an omnichannel approach, allowing customers to interact via voice, screen sharing, and video.
- Lowered frustration levels by eliminating excessive hold times and providing immediate resolutions.
- Empowered agents to focus on higher-value interactions, increasing overall productivity and efficiency.
Aumtech’s scalable solution integrated seamlessly with the airline’s existing infrastructure, reducing implementation time and costs while delivering immediate results.
Results and Value
The airline experienced substantial improvements in customer service and efficiency:
- 35% reduction in wait times
- Significant improvements in CX (Customer Experience) and CSAT (Customer Satisfaction Score)
By modernizing its customer engagement strategy, the airline transformed its call center operations, delivering faster service, happier customers, and more efficient agents—all while handling a record surge in travel demand.