Channels
Human + AI
Safe AI
Integrations
Deflection rate
0
%queries handled by the AI agent
High Adoption
0
M+users engaged via Dynamic AI agent every month
Volume Handling
0
M+messages exchanged in a quarter
Lion Air Group transforms customer service with 90% automation powered by Yellow.ai’s dynamic AI agent
Organization
Lion Air
Founded
1999
Website
www.lionair.co.id
Industry
Aviation
Region
Indonesia
Languages
Thai, Bahasa, English
Channels
Website, WhatsApp
Use Cases
FAQ, Flight information, web check-in, change/cancellation, Live agent connect
Challenge
Enable efficient customer support to handle high query volume 24/7 and reduce support costs with limited agent bandwidth.
Lion Air Group is the largest airline holding company based in Indonesia. The group consists of several airlines from Southeast Asia, including Lion Air, Wings Air, Batik Air, Batik Air Malaysia, Thai Lion Air, and Super Air Jet. With a vision to improve end-to-end customer experience, they needed an automation solution that could integrate with their existing systems. They wanted to make customer support operations more efficient and cost-effective by automating repetitive queries and ensuring that only complex queries reached live agents.
Solution: Dynamic AI agent for seamless customer service
1
24/7 customer service
Yellow.ai deployed a dynamic AI agent, to enable round-the-clock self-serve options on WhatsApp and Website, engaging close to 2 Million customers every month. It automates 6 use cases with 52 user journeys including flight booking, rescheduling, flight information, luggage claims & details, travel policy and managing complaints, in sync with Lion Air’s backend systems.
2
Live agent support
Using Yellow.ai’s Inbox module, customers can seamlessly get connected with a live agent on multiple channels for any complex queries. Agents are able to provide more personalized resolutions over chat while prioritizing critical tasks.
3
Outbound awareness campaigns
Lion Air also leverages Yellow.ai’s Engage module for outbound campaigns to share important information and promote offers via push notifications, with opt-in and opt-out options on Whatsapp.
Impact
*Data from Q1, 2024 (Nov 2023 – Feb 2024)
“At Lion Air Group, we are dedicated to delivering fast, efficient, and memorable experiences for our customers. With the support of Yellow.ai and their DynamicNLP technology, we’ve significantly advanced our AI automation capabilities for seamless customer service delivery. This innovative solution allows us to design conversational AI flows in minutes, reducing the costs and efforts associated with training data. Our Dynamic AI agent efficiently handles queries for 1.8 million users every quarter across six airlines, offering a quick and hassle-free experience. Enabled in three languages, customers can easily access a wide range of services, such as web check-in, booking management, and flight information, through their preferred digital channels.”
Contact Center and CRM Manager
Lion Air Group
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