of customers say that "ease of making a reservation" is one of the top five criteria for choosing an airline
in airlines' annual revenue left on the table by not making improvements to their customer experience (CX)
Despite the increasing complexity of choice, give your customers exactly the right recommendations without sending them to the bottom of your touchpoints. Cognigy.AI links all information resources of your aviation business and provides them in a structured, customer-friendly way via multiple channels like webchat, social media, WhatsApp, voice, and phone assistants.
Customer service for airlines does not end with purchasing the ticket. Even if highly repetitive requests are answered automatically, special ones remain. Cognigy.AI helps contact center agents solve complex cases with agent assist tools and enables scalability without compromising service quality.
More than 60% of travelers aged 21 to 54 primarily use an airline's smartphone app or mobile website for flight bookings and status checks. But 80% of older audiences use more conventional channels such as the airline's hotline or desktop site. That's why Cognigy.AI sits on top of all of your customer touchpoints, so you never have to worry about where your customers begin their journey.
The airline's booking system manages seats on the plane, frequent flyer programs are operated via CRM software, and the FAQ section on the website is fed by a knowledge management tool. Cognigy.AI links all systems through open-source integrations and generates maximum value for both your customers and employees.
After touchdown, service continues. Some travelers with missing luggage need quick assistance. Others need information on connecting flights or check if their boarding passes include lounge access. Cognigy.AI handles all of these as they come in at once, several hundred times a day, all on autopilot.
Managing IROPs the traditional way is a pain for everyone involved. Cognigy.AI reduces frustration by handling the increased call volume from passengers to get them rebooked while your airline staff members can focus on providing extra care and support for those stranded at the airport.
Ready to deliver faster customer service, save your agents from repetitive tasks, and improve your airline's overall customer satisfaction on all fronts?