- Volaris achieves a 70% reduction in cost per interaction using Verint's AI-powered bots.
- The airline handles three times the call volume with the same number of agents.
- Customer Satisfaction (CSAT) increased by 30% across five million yearly interactions.
Volaris (NYSE: VLRS), Mexico's largest airline, has realized significant improvements in its customer care operations by integrating AI-powered bots from Verint (NASDAQ: VRNT). The airline reported a 70% reduction in cost per interaction and a remarkable increase in customer satisfaction by 30% across five million yearly customer engagements.
The implementation of Verint’s CX Automation solutions has enabled Volaris to handle three times the number of calls without increasing its agent workforce. This move to primarily digital channels, such as messaging platforms and social media, means that 85% of digital interactions are managed by Verint's automated bots, streamlining the process significantly.
Additionally, the transformation has had a positive impact on sales. Volaris now effectively assists customers in building travel itineraries, finding promotions, and purchasing ancillary products, thus generating extra revenue without any added costs.
Volaris's Digital & Marketing Director, Daniel Gelemovich, remarked on the cost-control and customer experience benefits brought by the integration of Verint's AI technology, highlighting the strategic advancement in their customer service approach. Anna Convery, Verint’s Chief Marketing Officer, also noted the tangible benefits realized through this AI investment.
