{"id":4682,"date":"2022-12-22T18:14:12","date_gmt":"2022-12-22T18:14:12","guid":{"rendered":"https:\/\/www.replicant.com\/?p=4682"},"modified":"2023-05-09T21:10:53","modified_gmt":"2023-05-09T21:10:53","slug":"contact-center-automation-is-a-soothing-ginger-ale-for-airlines","status":"publish","type":"post","link":"https:\/\/www.replicant.com\/blog\/contact-center-automation-is-a-soothing-ginger-ale-for-airlines\/","title":{"rendered":"Contact Center Automation Is A Soothing Ginger Ale for Airlines"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Customer experience leaders are hard at work assessing the year that was and planning for the future. By most accounts, no group has more to dwell on than airline contact centers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">After a chaotic summer that saw <\/span><a href=\"https:\/\/www.cnbc.com\/2022\/09\/09\/airlines-chaotic-summer-is-over-heres-how-it-went.html\"><span style=\"font-weight: 400;\">3X the number of traveler complaints<\/span><\/a><span style=\"font-weight: 400;\"> than pre-pandemic levels, airlines spent much of the year in the media spotlight for all the wrong reasons:<\/span><i><\/i><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"text-decoration: underline;\"><i><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.businessinsider.com\/swoop-passenger-waited-11-hours-on-the-phone-in-vain-2022-7\">Airline passenger spent total of 11 hours on hold to customer service<\/a><\/span><\/i><i><\/i><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"text-decoration: underline;\"><i><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.nytimes.com\/2022\/07\/27\/business\/lufthansa-flights-canceled.html\">Lufthansa Cancels Nearly All Flights in Frankfurt and Munich, Stranding 130,000<\/a><\/span><\/i><i><\/i><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"text-decoration: underline;\"><i><span style=\"font-weight: 400;\"><a href=\"https:\/\/nypost.com\/2022\/07\/09\/overwhelmed-airports-lose-luggage-leave-travelers-in-dark\/\">Overwhelmed airports lose luggage, leave travelers in dark<\/a><\/span><\/i><i><\/i><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"text-decoration: underline;\"><i><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.wsj.com\/articles\/annoying-airline-wait-times-arent-going-away-this-summer-11656469942\">Wasn\u2019t Airline Customer Service Supposed to Be Fixed by Now?<\/a><\/span><\/i><\/span><i><\/i><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Heading into the new year, airline contact centers are among the <\/span><a href=\"https:\/\/www.replicant.com\/blog\/benchmark-report-contact-center-automation-is-moving-to-the-mainstream\/\"><span style=\"font-weight: 400;\">95% of leaders<\/span><\/a><span style=\"font-weight: 400;\"> planning to implement automation in the next 12 months. The reason is simple: automation addresses several of the key challenges that led to all-time low customer satisfaction scores.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">From workforce management to mass cancellation events, here\u2019s the why and how behind airlines\u2019 race for Contact Center Automation.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Why the turbulence?<\/span><\/h2>\n<p><b>Labor shortages<br \/>\n<\/b><span style=\"font-weight: 400;\">The nationwide labor shortage that defined the economic summer didn\u2019t spare airlines. Staffing challenges impacted contact centers directly and indirectly as shortages stretched across business units leading to more delays, cancellations, and baggage incidents. US airlines <\/span><a href=\"https:\/\/www.businessinsider.com\/swoop-passenger-waited-11-hours-on-the-phone-in-vain-2022-7\"><span style=\"font-weight: 400;\">canceled at least 35,000 flights<\/span><\/a><span style=\"font-weight: 400;\"> in a two week midsummer stretch, leaving passengers \u201cfrustrated amid rising travel disruption due to lack of staff and high demand.\u201c In all, workforce shortages resulted in larger spikes in inbound calls and longer wait times across the board.<\/span><\/p>\n<p><b>Rebound pandemic demand<br \/>\n<\/b><span style=\"font-weight: 400;\">Despite above average fares caused by record setting fuel prices, travelers hit the skies in droves this summer as pandemic restrictions eased. Oftentimes, this caused mass confusion with inconsistencies in travel requirements between countries and airports. \u201cObviously as demand has surged, that continues to put more pressure on the phones. As international [travel] is opening, that puts more pressure on the phones,\u201d Delta Chief Executive <\/span><a href=\"https:\/\/www.wsj.com\/articles\/annoying-airline-wait-times-arent-going-away-this-summer-11656469942\"><span style=\"font-weight: 400;\">Ed Bastian<\/span><\/a><span style=\"font-weight: 400;\"> said in April. Heading into 2023, travel is expected to continue rebounding and airlines are focused on providing <\/span><a href=\"https:\/\/www.cnbc.com\/2022\/07\/21\/airlines-temper-flying-ambitions-after-chaotic-travel-rebound.html\"><span style=\"font-weight: 400;\">reliable service<\/span><\/a><span style=\"font-weight: 400;\"> before they set their sights on flight growth.<\/span><\/p>\n<p><b>Sky high customer expectations<br \/>\n<\/b><span style=\"font-weight: 400;\">Today\u2019s customers want <\/span><a href=\"https:\/\/www.mckinsey.com\/capabilities\/operations\/our-insights\/the-state-of-customer-care-in-2022\"><span style=\"font-weight: 400;\">fast, efficient service<\/span><\/a><span style=\"font-weight: 400;\"> more than anything else, but they also want personalized customer care over whichever channel of engagement they prefer. In other words, expectations are high. In the world of air travel, frustrating experiences have become low hanging fruit for customers to publicly call out companies who fail to meet their expectations. Whether or not these experiences are the contact center\u2019s fault, customer service represents the front door of airlines and will continue to garner notoriety if improvements aren\u2019t made.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">How Replicant guides a smooth landing:<\/span><\/h2>\n<p><b>Built for the ups and downs of travel<br \/>\n<\/b><span style=\"font-weight: 400;\">Customer experience leaders choose automation because it enables them to provide no-wait service to every customer without increasing costs. In fact, Replicant reduces costs by 50% on a cost per contact basis while resolving 90% of calls on first touch without agent escalation. During irregular operations events where cancellations lead to massive spikes in demand, automation scales infinitely to meet real-time customer demand. Compared to the low containment rates of IVRs, automation is built to fully resolve common use cases like reservations, rebooking and outbound flight updates so contact centers are protected from high-volume spikes.<\/span><\/p>\n<p><b>First-class experiences for all<br \/>\n<\/b><span style=\"font-weight: 400;\">Replicant\u2019s Thinking Machine provides end-to-end customer service that lowers average handle times by 50%. With an advanced NLU brain, customers are able to speak naturally in any language they choose and converse as they would with an agent. On the other side of the phone, agents are freed to focus on traveler issues that require a human touch, like families stranded at an airport or security issues that compromise customers. In both cases, customers with common requests are able to get service immediately, and agents are relieved from the repetitive calls that eat into their precious time.<\/span><\/p>\n<p><b>Ready for takeoff<br \/>\n<\/b><span style=\"font-weight: 400;\">Even as technology improves and AI becomes more mainstream, automation can be a daunting proposition for both customers and contact centers. But with Replicant, contact centers can launch a comprehensive solution and start resolving calls in just weeks without taking on resource-intensive projects. Replicant&#8217;s industry-leading resolution rates are backed by millions of conversations and pre-trained models are ready to deliver natural conversations without heavy development cycles. The Thinking Machine is SOCII, HIPAA, PCI and GDPR compliant and ready to integrate with any combination of CCaaS, CRM and telephony platforms.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">What\u2019s Next<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Airlines will use several strategies to respond to the chaos of 2022. In one extreme example, Frontier Airlines has already <\/span><a href=\"https:\/\/www.usatoday.com\/story\/travel\/airline-news\/2022\/11\/27\/frontier-airlines-customer-service-phone-line-cut\/10785175002\/\"><span style=\"font-weight: 400;\">eliminated the phone option entirely<\/span><\/a><span style=\"font-weight: 400;\"> from its customer service offering. This is a dramatic step to address the rising costs of operating call centers and the challenge of hiring and retaining agents. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">But it&#8217;s safe to say the move won&#8217;t help combat the plummeting <\/span><a href=\"https:\/\/www.theacsi.org\/the-acsi-difference\/us-overall-customer-satisfaction\/\"><span style=\"font-weight: 400;\">American customer satisfaction index<\/span><\/a><span style=\"font-weight: 400;\">, as travelers are directed to engage with Frontier on WhatsApp for flight issues. Conversely, the hybrid approach of Contact Center Automation will continue to rise in popularity, freeing up agents to handle urgent requests and allowing routine questions to be handled with zero wait times.\u00a0<\/span><\/p>\n<div id=\"om-ou5hbocxwkn476jzlkv0-holder\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Customer experience leaders are hard at work assessing the year that was and planning for&#8230;<\/p>\n","protected":false},"author":19,"featured_media":4683,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[45],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v21.2 (Yoast SEO v21.2) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Contact Center Automation Is A Soothing Ginger Ale for Airlines - Replicant<\/title>\n<meta name=\"description\" content=\"Replicant\u2019s Thinking Machine\u2122\ufe0f makes it possible to provide no wait service for travelers even when demand spikes.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.replicant.com\/blog\/help-is-on-the-way-how-the-thinking-machine-automates-dispatch-requests\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Contact Center Automation Is A Soothing Ginger Ale for Airlines\" \/>\n<meta property=\"og:description\" content=\"Replicant\u2019s Thinking Machine\u2122\ufe0f makes it possible to provide no wait service for travelers even when demand spikes.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.replicant.com\/blog\/help-is-on-the-way-how-the-thinking-machine-automates-dispatch-requests\/\" \/>\n<meta property=\"og:site_name\" content=\"Replicant\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ReplicantAI\/\" \/>\n<meta property=\"article:published_time\" content=\"2022-12-22T18:14:12+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-05-09T21:10:53+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.replicant.com\/wp-content\/uploads\/2022\/12\/Events.png\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"484\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Harry Chang\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@replicant_ai\" \/>\n<meta name=\"twitter:site\" content=\"@replicant_ai\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Harry Chang\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.replicant.com\/blog\/help-is-on-the-way-how-the-thinking-machine-automates-dispatch-requests\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.replicant.com\/blog\/contact-center-automation-is-a-soothing-ginger-ale-for-airlines\/\"},\"author\":{\"name\":\"Harry Chang\",\"@id\":\"https:\/\/www.replicant.com\/#\/schema\/person\/9c520e89b9abe4f8bebd578c7fe07717\"},\"headline\":\"Contact Center Automation Is A Soothing Ginger Ale for Airlines\",\"datePublished\":\"2022-12-22T18:14:12+00:00\",\"dateModified\":\"2023-05-09T21:10:53+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.replicant.com\/blog\/contact-center-automation-is-a-soothing-ginger-ale-for-airlines\/\"},\"wordCount\":862,\"publisher\":{\"@id\":\"https:\/\/www.replicant.com\/#organization\"},\"keywords\":[\"Test\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.replicant.com\/blog\/contact-center-automation-is-a-soothing-ginger-ale-for-airlines\/\",\"url\":\"https:\/\/www.replicant.com\/blog\/help-is-on-the-way-how-the-thinking-machine-automates-dispatch-requests\/\",\"name\":\"Contact Center Automation Is A Soothing Ginger Ale for Airlines - 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