Frontier Airlines | NiCE Cognigy

Digital wings: How Frontier's AI agent increases the NPS

Frontier Airlines is an ultra-low-cost carrier serving approximately 120 destinations across the U.S., Caribbean, Mexico, and Central America. Frontier aims to make travel easy, affordable, and enjoyable while continuing to expand its network and fleet. As Frontier continues to grow 15%–30% annually, it has transformed the passenger experience with Cognigy’s AI Agent for travel, enabling more responsive, personalized, and efficient customer interactions while supporting the airline’s continued growth and operational excellence.

The challenge

Frontier Airlines encountered multifaceted challenges amidst its impressive annual growth rates of 15% to 30%. Staffing contact centers proved difficult, especially with the intricate task of keeping agents' content amid expansion. Traditional phone lines, limited to one conversation per agent, posed constraints during peak times, exacerbating the strain on customer service operations.

The inherent limitations of traditional phone-based support became apparent during Frontier's peak periods and irregular operations. Managing contact center staffing was already a complex task, especially when experiencing growth. This challenge become even more intensified during these times. Agents, limited to handling one conversation at a time on the phone, struggled to manage the influx of customer inquiries efficiently.

The solution

In search of a solution that could address the companies specific needs, Frontier Airlines implemented an AI Agent powered by Cognigy. The AI Agent efficiently validates reservations and provides quick links to make reservation changes seamlessly, addresses inquiries about baggage, processes refunds, and hands over to live agents on chat when necessary.

The introduction of an AI chat agent became the catalyst for overcoming Frontier's challenges. The AI Agent's capacity to engage in hundreds or even thousands of conversations simultaneously revolutionized customer service operations. This not only addressed the difficulties in staffing and agent satisfaction but also provided an instantaneous and efficient solution to customer queries. This also aligned perfectly with Frontier's commitment to delivering exceptional service amid growth and operational fluctuations.

The Impact

Frontier Airlines witnessed a notable transformation in its customer service operations. The implementation of the AI Agent resulted in a substantial increase in Net Promoter Score (NPS), indicating improved customer satisfaction. The contact center also became more cost-efficient, adapting to the airline's growth. Additionally, the contact resolution rate saw a significant boost, solidifying Frontier's commitment to providing top-notch service.

Digital wings: How Frontier's AI agent increases the NPS

800K

Higher NPS

Customer Story

About Frontier

Use Case

Results

The challenge

Cognigy's AI Agent has exceeded our expectations, taking the lead in our customer communication. It manages multiple chat conversations at once, allowing us to handle the challenges of annual growth and operational fluctuations with ease.

The solution

The Impact

Self-Service AI

Increased Customer Satisfaction

Handover to Customer Service

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