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Continental Airlines is the #5 airline in the U.S. and services 130 US cities in the U.S. and 113 cities internationally. Continental Airlines takes 40 million calls per year and it is estimated that 10% of those calls relate to flight reconfirmation. Continental needed a way to handle the volume of flight reconfirmation calls and provide superior customer service.
Continental is experienced in speech and built its own flight information system a few years ago. But Continental wanted a fast, and risk-free deployment and turned to Voxify Automated Agents to handle reconfirmation, fare finder, and seat assignment. The Automated Agents are deployed as a Hosted Managed Service.
Problem
- Needed a way to handle the high volume of flight reconfirmation calls. Approximately 10% of 40 million calls per year relate to flight reconfirmation.
- Reduce hold times
- Increase call center capacity
Solution
- Voxify Automated Agents
- Reconfirmation
- Fare Finder
- Seat Assignment
- Deployed as a Hosted Managed Service
Benefits
- Flight reconfirmation deployed in 9 weeks
- Flight reconfirmation achieves 88% completion rate
- Achieved ROI in 3 months
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