Leading European airline delivers faster, smarter customer service
The airline partnered with Sprinklr to deploy Conversational AI across WhatsApp and Live Chat and to equip contact center agents with Agent Copilot. This reduced wait times for customers seeking assistance, improved first-contact resolution and delivered seamless support for millions of travelers.
The Challenge
One of the Europe’s leading airlines serves millions of travelers who expect quick, reliable and personalized support throughout their journeys. With customer inquiries growing across multiple digital channels, the airline faced a dual imperative: scale customer service efficiently without adding headcount, and preserve the exceptional customer experience that defines its brand. With inquiries surging across digital channels, the company needed a way to automate routine interactions while ensuring more nuanced conversations received the uniquely human touch.
The Solution
The airline partnered with Sprinklr to build a framework that balanced automation with empathy:
- Empower customers to self-serve through Conversational AI powered by Generative AI — delivering instant, accurate responses on WhatsApp and Live Chat.
- Introduce human agents for cases where extra support is needed. With all routine issues now contained in self-serve channels, these agents are free to take on the role of managing relationships. They’re supported by Sprinklr Agent Copilot, an AI assistant that provides real-time case summaries, smart responses and knowledge base lookups. With Agent Copilot, the airline's agents are able to provide excellent customer support with a human touch.
The Outcome
The results were transformative. By introducing AI-powered automation and real-time agent assistance, the airline significantly improved both efficiency and customer experience.
- Average Handle Time (AHT) dropped from 15 minutes to 10 minutes — a 33% reduction, meaning customers got answers faster.
- Offer Rate — the percentage of conversations where the bot could successfully offer a response increased from 50% to 93%, That’s an 86% improvement relative to the original rate, showing the AI understood and addressed customer needs far more effectively.
- Containment Rate, which measures how often the bot resolved an issue without human intervention, improved from 27–30% to 49–54%, giving customers more opportunities to self-serve instantly.
The overall impact was impressive:
- Bot containment increase: ~80%
- Offer rate increase: 86%
- 46,000 cases contained
- 97% guardrail accuracy
- Near $500,000 annual cost avoidance
The airline successfully scaled its customer service operations without adding headcount, delivering faster resolutions and more seamless experiences for travelers —all while maintaining the high standards of care that define its brand.