Streamline Baggage Tracking & Query Resolution : Enhance Customer Experience with AI-powered Solution

Problem Statement:
Loosing baggage during air travel can be a nightmare for passengers. As per a report on by Statista
the costs to the aviation industry due to mishandled bags in 2020 stood at a whopping USD 600
million and the number of misplaced or lost baggage stood at 7.6 pieces of luggage per 1000
passengers in 2020 (According to a report on SITA) and the trend has seen an increase by almost
70% in the past few years. It becomes even more dreadful for the passenger when they have to deal
with the airline customer care and staff to get the baggage back. To add up to their stress and
anxiety the entire process of getting their baggage back itself has a complex workflow. The customer
experience for the passenger gets spoiled further when they have to wait for a longer duration to
get a reply and in those replies also the information shared by the staff is conflicting.
Solution:
To address the pain points of both passengers and airlines, iauro developed a GenAI-based self-service solution that simplifies baggage tracking and reduces wait times. By analyzing user queries about misplaced or lost baggage, the system recommends next best actions based on airline SOPs, such as checking requests using a PNR number or contacting the nearest airport authority.
Recognizing the importance of human connection, especially in stressful situations, the system humanizes interactions, making customers feel like they are conversing with a real person and receiving personalized attention to resolve their queries.
Solution:
To address the pain points of both passengers and airlines, iauro developed a GenAI-based self-service solution that simplifies baggage tracking and reduces wait times. By analyzing user queries about misplaced or lost baggage, the system recommends next best actions based on airline SOPs, such as checking requests using a PNR number or contacting the nearest airport authority.
Recognizing the importance of human connection, especially in stressful situations, the system humanizes interactions, making customers feel like they are conversing with a real person and receiving personalized attention to resolve their queries.
Task Management :
Checks the PNR (Passenger Name Record) number
Tracks the location of misplaced baggage.
Arranges for the recovery and return of baggage to the owner's address.
Provides an estimated time of arrival (ETA) for the baggage delivery
Approach :
We developed this solution using a GenAI tech stack that includes Azure OpenAI and Faiss. The web
and mobile-based solution is integrated with the airlines website and applications. The impact of our solution for our clients has been significant. It has streamlined operations by resolving bottlenecks in query resolution and improving efficiency. Swift and accurate query resolution has led to an enhanced customer experience, strengthening customer retention, loyalty, and brand image.