AI Takes Flight at a Leading Airline with the Benefits of Automation
Realizing the benefits of automation through AI recommendations for a leading regional airline.
Industry: Travel, Transportation & Tourism
$150M+
potential revenue generation
$45.8M
potential ROI
Challenge
This leading regional airline needed a partner to evaluate its current contact center tech infrastructure and service strategy to identify areas to infuse artificial intelligence (AI) and automation into its business.
The client wanted to know what a best-in-class future state would look like, and how it could incrementally take the steps to get the business where it needed to go—which was a 10% reduction in operational costs without jeapordizing its reputation for customer service.
Solution
Concentrix deployed a cross-functional team of customer experience consultants, technology subject matter experts, and travel-industry experts. Through qualitative and quantitative discovery, including workshops, interviews, demos, viewing calls with screen recording, and budget analysis, the project team uncovered efficiency opportunities in three core areas:
- Optimizing and streamlining current systems/processes.
- Embracing a digital guest experience.
- Reimagining the future of guest care.
The team provided a current state journey that identified pain points, agentic AI recommendations, and a business-case backed roadmap for the client to navigate updates and upgrades.
At the core of our transformational framework was the need to ensure the client remained true to its brand and not lose the human touch it was known for in the industry—while still embracing agentic AI and the benefits of automation. This framework was focused around:
- Empower advisors with AI-powered solutions to personalize the customer experience and speed up contacts.
- Automating how the client was monitoring performance and gathering business insights from within the contact center.
- Cross-collaboration across the organization to redesign the digital experience.
“At the core of our transformational framework was the need to ensure the client remained true to its brand and not lose the human touch it was known for in the industry—while still embracing AI and the benefits of automation.”
Outcomes
By providing a path to deploy automation within the contact center, where it would have the biggest impact, we set the client on a path to realizing:
$150M+ revenue generation potential
$45.8M ROI through cost savings identified
In addition to realizing the benefits of automation, we empowered the client to fundamentally shift its enterprise-wide strategy with agentic AI in a way that would center their technology strategy around their guests.
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