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Reshaping customer experience and precision customer service with the help of LLM approach
for airlines and industries beyond

Problem Statement

In the realm of aviation, our partnership with IT Service Management (ITSM) led us to embark on a remarkable challenge for one of the world’s leading airlines. The aviation industry is a complex web of customer inquiries, a labyrinth of telephonic interactions that span a myriad of topics – baggage inquiries, PNR status checks, airfare queries, flight schedules, destination information, and beyond. Yet, despite the vast expanse of customer inquiries, the resources and time allocated to address them fall short, giving rise to a significant bottleneck.

Picture this: Customers spending what feels like an eternity in never-ending queues, their patience wearing thin as they wait for their questions to find resolution. It’s a scenario that all too often culminates in frustration and, unfortunately, the decision to abandon the waiting game. This experience leaves a bitter taste and leaves its mark not only on the airline’s brand reputation but also on its bottom line. The result? Lost revenue and an intensified competitive landscape that adds to the industry’s challenges.

This is where the power of Language Model (LLM) technology comes into play, shining a light on the potential to revolutionize customer service experience in the aviation sector.

Solution Provided

To address the complex and multifaceted challenge at hand, we harnessed the considerable capabilities of Large Language Model technology to serve as the primary customer-facing interface on the front-end. This entity was entrusted with the responsibility of effectively resolving customer queries across diverse domains, spanning baggage inquiries, PNR status checks, flight information, and more. To fullfill this need, we at iauro engineered GenAI enabled chatbot for the airline this perticular chatbot which is a customer facing interface has proved to be playing a vital role in resolving customers queries in a matter of seconds. Usually answers to these queries are available on the website of the airline at the same time there are some information which requires particular input for instance in this case PNR number which can also be fetched from the website but with this GenAI enabled chatbot fetching information for customers has becomes hassle free and less time consuming.

When it came to addressing airline-specific inquiries, the requirement for precise data alignment became self-evident hence a sophisticated GenAI prompt admin interface was developed at its backend.

Business Impact:

Streamlined Operations and Overhead Reduction

By rectifying the inherent bottlenecks in query resolution, our solution has significantly streamlined operations, reducing overhead costs and rendering operations far more efficient.

Elevated Revenue Streams and Profit Margins

In an era where revenue maximization is a constant pursuit, this solution has demonstrably elevated both the top-line and bottom-line for the airline, bolstering its overall profitability.

Optimized Resource Allocation

The efficient allocation of resources has materialized as a salient outcome of this innovative solution. The ramifications are cost savings and greater resource management efficiency.

Augmented Customer Experience and Retention

Swift and accurate query resolution has translated into an enhanced customer experience, an outcome that inevitably fortifies customer retention and loyalty.

Enhanced Data Security

Sensitivity to data security is paramount in contemporary times, and this solution accomplishes that imperative by securing sensitive information, thereby preventing its unwarranted exposure in the public domain.

The original impetus for this use case stemmed from the aviation sector; however, it serves as a testament to the adaptability and expansive applicability of Language Model (LLM) technology, which can seamlessly infiltrate and optimize customer service and operational landscapes across a diverse spectrum of industry domains.

Reshaping customer experience and precision customer service with the help of LLM approach for airlines and industries beyond

Problem Statement

In the realm of aviation, our partnership with IT Service Management (ITSM) led us to embark on a remarkable challenge for one of the world’s leading airlines. The aviation industry is a complex web of customer inquiries, a labyrinth of telephonic interactions that span a myriad of topics – baggage inquiries, PNR status checks, airfare queries, flight schedules, destination information, and beyond. Yet, despite the vast expanse of customer inquiries, the resources and time allocated to address them fall short, giving rise to a significant bottleneck.

Picture this: Customers spending what feels like an eternity in never-ending queues, their patience wearing thin as they wait for their questions to find resolution. It’s a scenario that all too often culminates in frustration and, unfortunately, the decision to abandon the waiting game. This experience leaves a bitter taste and leaves its mark not only on the airline’s brand reputation but also on its bottom line. The result? Lost revenue and an intensified competitive landscape that adds to the industry’s challenges.

This is where the power of Language Model (LLM) technology comes into play, shining a light on the potential to revolutionize customer service experience in the aviation sector.

Solution Provided
To address the complex and multifaceted challenge at hand, we harnessed the considerable capabilities of Large Language Model technology to serve as the primary customer-facing interface on the front-end. This entity was entrusted with the responsibility of effectively resolving customer queries across diverse domains, spanning baggage inquiries, PNR status checks, flight information, and more. To fullfill this need, we at iauro engineered GenAI enabled chatbot for the airline this perticular chatbot which is a customer facing interface has proved to be playing a vital role in resolving customers queries in a matter of seconds. Usually answers to these queries are available on the website of the airline at the same time there are some information which requires particular input for instance in this case PNR number which can also be fetched from the website but with this GenAI enabled chatbot fetching information for customers has becomes hassle free and less time consuming.
When it came to addressing airline-specific inquiries, the requirement for precise data alignment became self-evident hence a sophisticated GenAI prompt admin interface was developed at its backend.
Business Provided

Streamlined Operations and Overhead Reduction

By rectifying the inherent bottlenecks in query resolution, our solution has significantly streamlined operations, reducing overhead costs and rendering operations far more efficient.

Elevated Revenue Streams and Profit Margins

In an era where revenue maximization is a constant pursuit, this solution has demonstrably elevated both the top-line and bottom-line for the airline, bolstering its overall profitability.

Optimized Resource Allocation

In an era where revenue maximization is a constant pursuit, this solution has demonstrably elevated both the top-line and bottom-line for the airline, bolstering its overall profitability.

Enhanced Data Security

Sensitivity to data security is paramount in contemporary times, and this solution accomplishes that imperative by securing sensitive information, thereby preventing its unwarranted exposure in the public domain.

The original impetus for this use case stemmed from the aviation sector; however, it serves as a testament to the adaptability and expansive applicability of Language Model (LLM) technology, which can seamlessly infiltrate and optimize customer service and operational landscapes across a diverse spectrum of industry domains.