AI transforms complaint management in airline
Talan expertise makes the difference.
What you should remember about this transformation? To enhance customer satisfaction for this airline industry player, Talan combined sector expertise, mastery of cutting-edge GenAI technologies, and agile methodologies. This transformed the claims processing workflow into a strategic competitive advantage with concrete, measurable results.
In an ultra-competitive and constantly evolving global airline market, airlines face a dual constraint: drastically optimizing their operational costs while improving the customer experience. Our client, a major player in air transport, was confronted with this complex equation.
The airline industry today must deal with:
- Unprecedented competitive and pricing pressure
- Increasingly high customer expectations for responsiveness and personalization
- Strict regulatory constraints regarding compensation
- Massive and under-exploited data volume
- A need for continuous optimization of operational processes
The challenges this European leader faced in managing customer complaints:
- High Volume: Thousands of claims processed manually each day, resulting in excessive response times
- Language Diversity: Need to handle claims in multiple languages
- Multiple Channels: Claims originating from various distinct sources (phone, email, chat, social media)
- High Operational Costs: Significant resources dedicated to low-value tasks
- Satisfaction Improvement: Countering the negative impact of processing delays on customer loyalty
Talan's positive impact:
The implementation of generative AI in customer complaint management led to savings of over 10 million euros.
From measured operational impacts...
REDUCTION OF OPERATIONAL COSTS
65% decrease in processing time per complaint
IMPROVEMENT OF CUSTOMER EXPERIENCE
- 75% reduction in initial response time
23% increase in first-contact resolution rate
OPTIMIZED DATA EXPLOITATION
- Identification of 12 recurring trends in complaints
Implementation of 8 targeted preventive measures
...to serving strategic objectives
INCREASED OPERATIONAL AGILITY : Ability to absorb activity peaks without service degradation
- ENHANCED CUSTOMER KNOWLEDGE : Fine analysis of pain points for continuous service improvement
- HYPER-PERSONALIZATION OF CUSTOMER SERVICE: For each claim, the response and service are customized
Our approach
Facing these challenges, Talan designed and deployed a cutting-edge solution based on a targeted methodological approach combined with generative artificial intelligence and natural language processing (NLP):
A DISRUPTIVE METHODOLOGICAL APPROACH FOR CUSTOMER RELATIONS
| AN ADVANCED TECHNOLOGICAL ARCHITECTURE TO FULLY BENEFIT FROM THE SOLUTION
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Let's improve your customer relationship together
