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AUTOMATED CHATBOT IMPROVES OVERALL DEADHEAD REQUEST PROCESSING TIME BY 95% FOR A
MAJOR AIRLINE

CASE STUDIES
Download
Due to manual deadhead deviation request processes, the client faced workforce
shortages and high costs. IGT Solutions resolved these issues through an
automated solution featuring a LivePerson chatbot and RPA integration. The
solution significantly improved processing accuracy, time, and average handling
time.

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ABOUT THE CLIENT

The client is one of the world's largest American airlines operating across the
USA and all six inhabited continents.


BUSINESS CHALLENGES

The client struggled with a severe workforce shortage while handling deadhead
deviation requests. The lack of a streamlined and efficient process was a
challenge and a pressing issue that necessitated an immediate solution to reduce
human staff reliance. The manual process was costly and unsustainable in the
long term, increasing crew management and scheduling costs.
100%
100% increase in sales conversions. Increase in conversions from 12% to 25%.





BUSINESS SOLUTION

IGT Solutions developed an end-to-end automation solution to optimize the manual
process. It involved implementing a LivePerson chatbot for initial processing,
equipped to handle over 250 FAQ pairs and more than 400 intents for smooth user
interaction.

 * Leveraging UiPath and LivePerson technologies for the CCS applications and an
   open-software framework to support development, mission operations, and
   flight software
 * Integration with backend APIs and RPA solution to process requests for
   deviation and processing of positive space requests
 * LivePerson chatbot passes information to the CCS application to ensure the
   authentication of flight attendants/users and reporting
 * The solution automates two types of requests: i.e., front-end deviation and
   backend deviation.


BUSINESS RESULTS

0%
Improved Accuracy of Deadhead Request Processing
0%
Improved Processing Time
0%
Reduced AHT


TOOLS PARTNER


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IGT's cost optimization towards bookings helped a leading international cruise
line process an average of 5000 PNRs every hour.
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TURNING A CUSTOMER SERVICE CENTER INTO A PROFIT CENTER FOR A LEADING E-COMMERCE
GIANT

Learn how IGT Solutions (IGT) helped a leading US e-commerce company turn its
customer service center into a profit center.
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FULLY SCALABLE DATAMART SOLUTION FOR A LEADING INDIAN AIRLINE

Developed datamart solution that enabled analytical and better decision-making
by airlines.  Achieved 5% increase in customer satisfaction score.

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