Airlines 
Prepare your airline’s digital customer experience for takeoff
It’s time to clear the runway for your Conversational AI or IVR solution to provide exceptional customer experience for your travelers
As the industry rebounds after a global pandemic and passengers return to the skies, airlines must prioritize customer experience to recapture passenger loyalty and remove friction from every touchpoint along their journey. Providing a convenient and hassle-free self-service experience helps generate more reservations, reduce costs, and drive incremental revenue.
Conversational AI is the convenient solution that will allow you to scale your aviation business customer experience and improve CSAT… but only when it is operating as expected.
Investing in improvement of Conversational AI CX is worth it.
Right now, the airline industry is experiencing:
$1.4
Billion in Lost Revenue
Forrester reports that US airlines are leaving $1.4 billion in annual revenue on the table by neglecting to improve their CX.
88%
Growth in AI Adoption
SITA studies show that airlines and airports have grown their adoption of and investment in virtual agents and chatbots by 88%.
80%
Customer Demand
Forbes research reveals that customers rank ease of making a reservation as one of the top five criteria for choosing an airline.
In times of irregular operations, such as flight cancellations, bad weather conditions or mechanical delays, your Conversational AI could fail. In the face of an unexpected or overwhelming number or requests, your customers could be left feeling frustrated and vulnerable. When it comes to your customers’ travel plans, providing prompt and empathetic customer service allows you to resolve passenger issues and show your organization cares about the overall customer experience.
To sail smoothly through unexpected turbulence, implement a comprehensive testing strategy for your Conversational AI
Manage irregular operations
The number of inquiries Conversational AIs have to serve varies greatly depending on travel seasonality and irregular operations (IROPs). Botium checks how well your Virtual Assistant will bear the production load, and anticipates issues that could arise during heavy traffic. This gives you confidence, with the knowledge that your passengers are being served by a high-performing, stable platform that fulfills user expectations.
Balance automation and personalization
Reach full automation for repetitive requests and provide VIP travelers with a human handover at the right time. Botium can test two-factor authentication to help you identify priority travelers and give them the instant, personalized experience they deserve.
Close the gap between expectation and reality
Self-service digital assistants can deflect up to 80% of incoming requests, but businesses need to take the necessary testing measures to ensure flawless operation. With Botium you can bring your aspirations and reality closer by creating the right conditions for your chatbot to achieve its expectations through comprehensive testing and training.
Stay in front of your competition
The airline industry is very competitive. Modern consumers have a wide variety of travel options, which means that now more than ever, customer service quality could be the deciding factor that differentiates you from the competition, leading to customer loyalty and revenue growth. Investing in chatbot testing tells your customers that you care about them, their priorities and their safety.
Talk with an expert today!
Put your tray tables up and your seat back in the full upright position, and get ready to provide your passengers with a flawless chatbot experience!
Cyara Automated CX Assurance Platform
Cyara Botium is part of the award-winning Cyara Automated CX Assurance Platform which enables companies to deliver better CX with less effort, cost, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, and production monitoring, ensuring enterprises can build flawless customer journeys across voice and digital channels.
Velocity
Functional & Regression Testing
Botium
Chatbot Testing & Assurance
Cruncher
Performance Testing
Pulse
Customer Experience Monitoring
ResolveAX
Agent Experience Assurance
Resources
Glossary: Essential Guide to Common Chatbot Terms
Datasheet: Cyara Botium
Product Demo: Minimize Risk with Cyara Botium
Learn More
See how the Cyara Automated Customer Experience Platform can help you achieve your CX Assurance goals, and delight your customers