The client is a leading Middle East airline operating an extensive global network and serving millions of passengers annually through a rapidly expanding digital and operational footprint. With strong year-over-year growth, rising passenger volumes, and increasing service expectations, the airline is prioritizing a transformation of customer experience. 

To support this scale, the organization needed to modernize its customer case-management capabilities and adopt AI-driven tools that improve responsiveness, personalization, and service consistency across channels.

As passenger volumes and service expectations increased, the client required a modern, scalable approach to managing customer requests across various channels. The legacy case-management process was slow, manual, and inconsistent, making it challenging to deliver timely resolutions, personalize interactions, or maintain compliance.

To strengthen customer satisfaction and support a growing global operation, the airline required a digital, AI-enabled platform that could streamline workflows, improve accuracy, and provide unified visibility across service teams.

Key challenges

• Lack of automated case creation: Manual conversion of customer requests into cases reduced agent productivity and increased the likelihood of errors.
• Slow and inconsistent routing: Without intelligent routing, requests were manually assigned to agents, delaying responses and impacting customer experience.
• No unified customer view: Disconnected systems prevented agents from accessing centralized customer data, limiting their ability to provide personalized support.
• Inability to track requests effectively: The absence of a tracking mechanism led to repeated SLA non-compliance and difficulty ensuring timely follow-ups.
• Scattered email communication: Handling cases through individual mailboxes made it impossible to maintain a complete conversation history for each request.
• Limited visibility into performance: Without real-time dashboards, leaders could not assess individual or team performance or identify process bottlenecks.
• No centralized knowledge repository: Agents lacked easy access to articles or guides, slowing down case resolution and reducing efficiency.
• Absence of self-service options: Customers had no portal to find information independently, increasing agent workload and dependency on human support.
• Missing chatbot and virtual assistant capabilities: The organization could not deliver instant responses or handle routine queries at scale, further slowing service delivery.