CASE STUDY • Airline Provider

A Cost-Effective Airline Provider Transforming Customer Support with Advanced Technology

Industry

Travel & Hospitality

Our Contributions

Conversational & Agentic UX/CX Design, AI-driven Business Model redesign, Agent-native App Development, AI Foundation & Data Readiness, Cloud-native AI Platform Engineering

The Challenge

This budget airline serves 165 destinations across 25 countries, but its support systems couldn't keep pace with its growth. Customer inquiries were coming through WhatsApp, Facebook, Instagram, and traditional channels, yet these platforms operated independently without sharing information. Critical customer data sat in separate systems, routine questions required human agents instead of AI assistance, and external services like "Our Shop" and "Teleport" weren't connected to the main support workflow. The disconnect created slow, inconsistent experiences that didn't reflect the operational efficiency customers expected. They chose Encora because they needed a partner who could integrate these complex systems into a unified support platform.

How We Did It

We helped this airline transform disconnected support channels into a unified platform that delivers consistent customer experiences:

Unified Communication Platform Creation

We connected all customer touchpoints into one composable system, linking WhatsApp, Facebook, Instagram, and Twitter with their main support platform. This gave customers consistent experiences regardless of how they contacted the airline.

Smart Data Integration and Self-Service Solutions

Customer data could move between systems, giving agents a complete conversation history and better tools to help customers as needed. Further, modular, easy-to-use support pages allowed customers to solve problems themselves and reduced wait times.

AI-Powered Support and Service Connections

An intelligent chatbot handles routine questions and connects booking and service platforms directly to support. This helps customers get instant help with simple requests, while agents have all the information required to solve complex issues.

The Result: Unified Support That Matches Operational Excellence

By working with Encora, this airline created an integrated support platform that delivers the same efficiency customers expect from their flights. They transformed fragmented systems into a cohesive experience and achieved measurable improvements.

30%

faster response times through AI-powered automation

20%

improvement in operational efficiency across support operations

Streamlined social media integration through a composable platform architecture for consistent experiences across WhatsApp, Facebook, Instagram, and Twitter
Real-time data insights enabling faster decision-making and issue resolution

Today, the airline uses their integrated support infrastructure to deliver experiences that reinforce their brand promise of efficient, reliable service.

The Bottom Line

This transformation established a composable customer support platform that leverages advanced technology to deliver efficient, scalable service operations. With AI-powered automation handling routine inquiries and modular integrated systems providing comprehensive customer data access, the airline can now deliver support experiences that match their operational efficiency standards while positioning for continued growth.