Handling 190K+ Queries via WhatsApp AI Assistant

About the Client

The client is a 90-year-old flag carrier Airline in India offering domestic and 60 international destinations across 5 continents. The Airline company has 12,085 employees working across countries and is expected to grow in huge numbers. The Airline & Aviation company maintains a corporate office in New York country and several cargo offices globally.

163

Total Fleet Size

$3.3 Billion

Annual Revenue

102+

Destinations

12.5%

Market Share

Business Requirements

The client wanted us to build a virtual AI assistant to automate the queries and turn down overwhelming chat support requests across the globe.
Due to the severity of the high volume of IVR calls in the support management, the team had to upgrade their support service with conversational bots to tackle the flow & deliver better customer service.
The client wanted the Bot to be deployed on the WhatsApp channel and capable enough to handle a sky-scraping volume of support requests for various services and operations like the status of the booking, virtual tickets, updates on scheduled flights, and more.
The Airline client had to deal with the rise in operational cost and surpass the user engagement factor by introducing adaptive rich cards for potential support requests.

Solution

The Twixor team built a custom AI virtual assistant with different journey flows that allows customers to access the status of flight booking, get updates on scheduled flights, and download their tickets right from their WhatsApp accounts.
In order to hold back the engagement factor and deliver superior resolutions to customer queries, the team developed adaptive rich cards and downloadable unique PDFs for easy data retrieval.
The rich cards developed were compatible with WhatsApp’s regulations and comprised end-to-end information like Flight no, Destinations, Aircraft number details, Duration, Terminal, and more.
The chatbots built by the Twixor team empower the users to view, download and share the tickets to their preferred email address right from the WhatsApp chat. The support team was able to close tickets and provide resolution to customers immediately.
With the development of AI Virtual Assistant, the client could automate their Airline operations and manage entire support management by leveraging API integrations with the client’s backend systems.