Volaris Achieves 70% Reduction in Cost Per Interaction and Handles 3x Call Volume in Contact Centers with Verint Bots

Business Wire

5 days ago

BUSINESS WIRE)-- Verint ® (NASDAQ: VRNT), The CX Automation Company™, today announced that Volaris, Mexico's largest airline, achieved breakthrough success in customer care with Verint AI-powered bots. With these bots, Volaris increased agent capacity, responded to customer needs with high accuracy and handled three times the number of calls with the same number of agents.
With these bots, Volaris increased agent capacity, responded to customer needs with high accuracy and handled three times the number of calls with the same number of agents.
Volaris moved its customer service to primarily digital channels, including messaging platforms and social media. Eighty-five percent of Volaris digital customer interactions are handled immediately by automated Verint bots, including complex use cases such as check in. The remaining queries are managed by agents capable of handling four to five conversations simultaneously. Digital interactions can also be paused, meaning customers don't have to be transferred, repeat their inquiry or get cut off.
This project achieved 70% lower cost per interaction in Volaris's contact center by using Verint bots to accelerate CX Automation. After successfully moving its service to digital channels, Volaris also increased sales by helping customers build travel itineraries, find promotions and purchase ancillary products. Now the customer service unit is sustained by the extra revenue it generates at no additional cost to the airline.
'Given our high and growing volume of customer interactions, controlling service costs was critical, and we were also looking to elevate the customer experience,' said Volaris's Digital & Marketing Director, Daniel Gelemovich. 'Our use of Verint bots to automatically respond to customer questions, complete tasks and drive sales has been a game changer, enabling us to achieve multiple, significant business outcomes.'
'With Verint's AI-powered bots and CX Automation, Volaris has realized tangible, meaningful value from its AI investments,' said Verint's Chief Marketing Officer, Anna Convery. 'Volaris is simultaneously improving service and making strategic moves to keep costs low for its customers.'
Learn more about Volaris's AI business outcomes and Verint Open Platform.
About Volaris
Controladora Vuela Compañía de Aviación, S.A.B. de C.V. ('Volaris' or 'the Company') (NYSE: VLRS and BMV: VOLAR), is an ultra-low-cost carrier with point-to-point operations, serving Mexico, the United States, Central and South America. Volaris offers low base fares to build its market, providing quality service and extensive customer choice.
Since the beginning of operations in March 2006, Volaris has increased its routes from 5 to 222 and its fleet from 4 to 148 aircrafts. Volaris offers 500 daily flight segments on routes that connect 44 cities in Mexico and 29 cities in the United States, Central, and South America, with one of the youngest fleets in Mexico.
Volaris targets passengers who are visiting friends and relatives, cost-conscious business and leisure travelers in Mexico, the U.S., Central and South America. Volaris has received the ESR Award for Social Corporate Responsibility for 15 consecutive years.
For more information, visit: ir.volaris.com. Volaris routinely posts information that may be important to its investors on investor relations website. Volaris routinely posts information that may be important to investors on its investor relations website.
About Verint
Verint® (NASDAQ: VRNT) is a leader in Customer Experience (CX) Automation, serving a customer base that includes more than 80 of the Fortune 100 companies. The world's most iconic brands use the Verint Open Platform and our team of AI-powered bots to deliver tangible AI Business Outcomes, Now™ across the enterprise. Verint is uniquely positioned to help brands increase CX Automation with our differentiated, AI-powered Open Platform.
Verint, The CX Automation Company™, is proud to be Certified™ by Great Place To Work ®. Learn more at Verint.com.
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