{"id":176771,"date":"2025-09-18T19:19:46","date_gmt":"2025-09-18T19:19:46","guid":{"rendered":"https:\/\/www.igtsolutions.com\/?page_id=176771"},"modified":"2025-09-19T14:39:45","modified_gmt":"2025-09-19T14:39:45","slug":"45-call-automation-boosts-efficiency-and-passenger-experience-for-a-low-cost-airline","status":"publish","type":"page","link":"https:\/\/www.igtsolutions.com\/thought-leadership\/case-studies\/45-call-automation-boosts-efficiency-and-passenger-experience-for-a-low-cost-airline\/","title":{"rendered":"45% Call Automation Boosts Efficiency and Passenger Experience for a Low-Cost Airline"},"content":{"rendered":"
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45% Call Automation Boosts Efficiency and Passenger Experience for a Low-Cost Airline<\/h1><\/div><\/div><\/div>
CASE STUDIES<\/span><\/div><\/div><\/a><\/div><\/div><\/div><\/div>
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An international low-cost airline faced inefficiencies and low passenger satisfaction due to the absence of self-service technology, forcing agents to manage repetitive multilingual queries. IGT Solutions enabled an automation solution with backend integration that automated FAQs and transactions in five languages, while seamlessly escalating complex cases to live agents with complete chat continuity.<\/span><\/div>

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About the Client<\/h1>\nThe client is an international low-cost airline.\n<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

Business Challenges<\/h1>\nThe airline struggled to meet multilingual customer needs, as a lack of app-free self-service forced agents to handle repetitive queries, straining efficiency and lowering passenger satisfaction.<\/span><\/div><\/div><\/div><\/div><\/div><\/div>
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100% increase in sales conversions. Increase in conversions from 12% to 25%.<\/div><\/div><\/div><\/div>
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Business Solution<\/h1>\n
IGT Solutions deployed a fast, multilingual bot with backend integration to automate FAQs and transactions, support five languages, and seamlessly escalate complex cases to live agents with complete chat continuity.<\/div>\n