AI transforms complaint management in airline
Talan expertise makes the difference.
What you should remember about this transformation? To improve customer satisfaction for this major air transport player, Talan combined industry expertise, mastery of cutting-edge GenAI technologies, and agile methodologies. This transformed the cost center of customer relationship management into a strategic competitive advantage with concrete and measurable results.
In an ultra-competitive and constantly evolving global airline market, airlines face a dual constraint: drastically optimizing their operational costs while improving the customer experience. Our client, a major player in air transport, was confronted with this complex equation.
The airline industry today must deal with:
- Unprecedented competitive and pricing pressure
- Increasingly high customer expectations for responsiveness and personalization
- Strict regulatory constraints regarding compensation
- Massive and under-exploited data volume
- A need for continuous optimization of operational processes
The challenges this European leader faced in managing customer complaints:
- Unmanageable volume: thousands of complaints to process manually daily, generating excessive response times
- Linguistic complexity: need to process complaints in multiple languages
- Channel heterogeneity: Complaints coming from multiple sources (phone, email, chat, social networks)
- Information silos: compartmentalized legacy systems complicating access to information
- High operational costs: significant resources mobilized for low value-added tasks
- Growing customer dissatisfaction: negative impact of processing delays on customer loyalty
Talan's positive impact:
The implementation of generative AI in customer complaint management led to savings of over 10 million euros.
From quantifiable impacts...
REDUCTION OF OPERATIONAL COSTS
65% decrease in processing time per complaint
IMPROVEMENT OF CUSTOMER EXPERIENCE
- 75% reduction in initial response time
23% increase in first-contact resolution rate
OPTIMIZED DATA EXPLOITATION
- Identification of 12 recurring trends in complaints
Implementation of 8 targeted preventive measures
...to tangible strategic benefits
INCREASED OPERATIONAL AGILITY : Ability to absorb activity peaks without service degradation
- ENHANCED CUSTOMER KNOWLEDGE : Fine analysis of pain points for continuous service improvement
Our approach
Facing these challenges, Talan designed and deployed a cutting-edge solution based on a targeted methodological approach combined with generative artificial intelligence and natural language processing (NLP):
A DISRUPTIVE METHODOLOGICAL APPROACH FOR CUSTOMER RELATIONS
| AN ADVANCED TECHNOLOGICAL ARCHITECTURE TO FULLY BENEFIT FROM THE SOLUTION
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Let's improve your customer relationship together
