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Aer Lingus, Ireland's national carrier is the leading low-fare carrier in Europe. Aer Lingus serves 60 cities in 15 countries from their hub in Dublin, carrying over 7 million people a year.
Aer Lingus competes as a low-fare, transatlantic carrier. Aer Lingus' strategy is to offer customer self-service through multiple channels which includes a sophisticated web site and Voxify Automated Agents for the telephone channel. When Aer Lingus first looked at speech it found that custom development and software were excessive in cost for an operation of their size. Aer Lingus turned to Voxify Automated Agents deployed as a Hosted Managed Service and achieved a 90% call completion rate.
Problem
- Needed to aggressively invest in technology to offer customer self-service through multiple channels.
- Needed a way to offer speech without paying the excessive costs of a custom solution.
Solution
- Voxify Automated Agents
- Flight Reconfirmation
- Seat Assignment
- Fare Finder
- Reservation Booking
- Deployed as a Hosted Managed Service
Benefits
- 90% call completion rate
- 50% of all calls to be automated from start-to-finish
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