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Automated Cancellation and Refund for Top US Airline through Hyperautomation
Applicable Industries
- Aerospace
Applicable Functions
- Sales & Marketing
Use Cases
- Machine to Machine Payments
The Challenge
The client, a leading American airline, was faced with an unprecedented challenge due to the COVID-19 pandemic. The global restrictions on travel led to a massive influx of requests for flight cancellations, rescheduling, and refunds. These requests were coming in from multiple contact channels, including online queues, calls, emails, and more. The sheer volume of these requests significantly impacted their systems, slowing them down and putting immense pressure on their customer service teams. The teams were unable to process the requests accurately due to the overload, leading to a backlog of thousands of hours of work. This situation was not only affecting the efficiency of the airline's operations but was also negatively impacting the customer experience.
About The Customer
The customer in this case study is a leading American airline. As a major player in the aviation industry, they have a large customer base and handle a significant volume of flight bookings, cancellations, and refunds. The airline is known for its commitment to customer service and efficiency. However, the global travel restrictions due to the COVID-19 pandemic led to an overload of customer requests, putting a strain on their systems and customer service teams. The airline needed a solution that could handle the increased volume of requests, ensure accuracy, and maintain their high standards of customer service.
The Solution
JIFFY.ai, with its powerful hyperautomation capabilities, was brought in to resolve the issue. The solution involved updating the client’s AI ticketing processes to significantly reduce manual intervention. This was achieved by automating and monitoring the downstream processing of outbound requests, return requests, cancellations, refunds, and coupon and price management. The implementation of this solution allowed for the automation of thousands of hours of backlog in less than six weeks. The hyperautomation capabilities of JIFFY.ai not only helped in clearing the backlog but also ensured accuracy in the processing of the requests. This solution helped the airline deliver a superior customer experience, despite the pandemic limitations.
Operational Impact
Quantitative Benefit
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