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Customer Support Automation For Airline Industry

March 30, 2020  •  4 minute read

Company Overview

The client is India’s leading passenger airline. The client primarily operates in India’s domestic air travel market as a low-cost carrier with a focus on three pillars – offering low fares, being on-time and delivering courteous and hassle-free customer experience. 

The client has constantly worked on enhancing their customer engagement with the passengers to augment their travel experience. From multichannel direct sales, to online flight status checking, an exclusive app for Android, the client organization has transformed air travel in India. 

The client organization currently engages 300 + million happy customers, and this has only made their belief to provide a strong and hassle-free experience to the customers, stronger. The client here is Indigo.


  • Repetitive queries from customers 
  • Reduced productivity of the customer support team  
  • Long wait time before query resolution 
  • Lack of 24/7 availability of the Customer support team


  • Enable zero wait time for query resolution 
  • Help reduce the burden of repetitive tasks off of the customer support team 
  • Ensure 24/7 query response to the customers


Problem Statement

The client’s major focus area for business growth was ensuring maximum customer satisfaction. The client organization, like any other employed a customer support team to cater to all customer needs. 

About 0.25 million passengers fly with the client each day, and most of them have queries or concerns that need to be resolved. But, a major chunk of queries is straight forward and repetitive and the customer support team had to spend a significant amount of their time each day answering repetitive queries, which hindered their engagement with the customers for more value-added tasks. 

A large number of queries and the need to manually respond to each query took some time, giving rise to reduced customer satisfaction. 

The client sighted this as a significant pain point that needed immediate attention. The client partnered with Yellow Messenger to solve the pain points listed below:

  • Repetitive Queries: Most users approached the customer support team with similar queries related to the itinerary, booking details, general FAQs, etc. Answering the same question many times is not only cumbersome but also unproductive. 
  • Reduced Productivity: The customer support team spend a significant amount of their time answering repetitive queries, which ate into their time to engage with the customers in a more meaningful way. That being said, the overall efficiency of the customer support team was also impacted. 
  • Time to resolution: Providing an immediate response is valuable, but having an expedited resolution is arguably even more important to the customer. Customers don’t just want to be heard, they want action—quickly. But, it did not make fiscal sense to have an oversupply of live agents waiting to respond to each incoming chat instantaneously.  
  • Lack of 24/7 availability: Waiting for a query to be resolved as soon as it is posted is what a customer expects of a business, but it is not possible to have customer support agents be available at all times.

Solution & Implementation

The client required a solution to improve the customer experience with faster query resolution and more valuable engagement between the customers and the customer support team. 

The client partnered with Yellow Messenger to offer a suitable AI-backed solution for the same. 

Yellow Messenger developed a Digital Assistant Dottie for customer support, that solved all the issues faced by the client.

  • Zero wait time: Dottie can answer queries posed by the customer within seconds. 
  • Quicker issue resolution: Dottie understands the query and responds to the customer instantly, reducing the time to resolution to a few seconds. 
  • Increased productivity: Dottie handles the repetitive queries posed by the customers, hence the customer support team gets a significant amount of time to engage in more productive tasks and meaningful interactions with the customers. 
  • 24/7 availability: Dottie is available to the customers round the clock, hence resolving customer queries anytime, anywhere without any hassle. 
  • Live agent transfer: When the customers have complex queries that can be better answered by a live agent, Dottie transfers the call to a live agent seamlessly to ensure the query is resolved on time.

Ask Dottie

Dottie is a customer support digital assistant, developed to help the client improve the overall customer engagement. Dottie is intelligent and can understand user queries instantly. It has been deployed on the client website, and available to everyone who visits the website. It can converse with the customers in the English language. Dottie can help customers in the following manner:

  • View Itinerary 
  • Download Itinerary 
  • Check flight status based on Sector/PNR/flight details 
  • Auto Web Check-in 
  • Generate and download 
  • Boarding Pass 
  • Check baggage allowance and payment details

Dottie – Flight Information

Dottie – Payment Information

Dottie – FAQs is the world's leading enterprise-grade conversational AI platform that unlocks business potential at scale. It is powered by Dynamic AI Agents to deliver human-like interactions that boost customer satisfaction and increase employee engagement across 35+ voice and text channels and in 135+ languages.
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