{"id":148372,"date":"2024-07-29T14:06:56","date_gmt":"2024-07-29T08:36:56","guid":{"rendered":"https:\/\/yellow.ai\/case-study\/lion-air\/"},"modified":"2025-09-29T14:24:01","modified_gmt":"2025-09-29T08:54:01","slug":"lion-air","status":"publish","type":"case-study","link":"https:\/\/yellow.ai\/uk\/case-study\/lion-air\/","title":{"rendered":"Lion Air Group transforms customer service with 90% automation powered by\u00a0Yellow.ai\u2019s dynamic AI agent"},"content":{"rendered":"\n
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Success Stories<\/a><\/p>\n\n\n\n

Lion Air Group transforms customer service with 90% automation powered by Yellow.ai\u2019s dynamic AI agent<\/h1>\n\n\n\n
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\"\"<\/figure>\n\n\n\n
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Organization<\/p>\n\n\n\n

Lion Air<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Founded<\/p>\n\n\n\n

1999<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Website<\/p>\n\n\n\n

www.lionair.co.id<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Industry<\/p>\n\n\n\n

Aviation<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Region<\/p>\n\n\n\n

Indonesia<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Languages<\/p>\n\n\n\n

Thai, Bahasa, English<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Channels<\/p>\n\n\n\n

Website, WhatsApp<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Use Cases<\/p>\n\n\n\n

FAQ, Flight information, web check-in, change\/cancellation, Live agent connect<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n<\/div>\n<\/div>\n<\/div><\/section>\n\n\n\n
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Challenge<\/a><\/p>\n<\/div>\n\n\n\n

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Solution<\/a><\/p>\n<\/div>\n\n\n\n

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Impact<\/a><\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

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Challenge<\/h2>\n\n\n\n
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Enable efficient customer support to manage a high volume of queries 24\/7 and reduce support costs with limited agent resources.<\/h3>\n<\/div>\n\n\n\n
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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.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

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Solution: Dynamic AI agent for seamless customer service<\/h2>\n\n\n\n
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1<\/p>\n\n\n\n

24\/7 customer service<\/strong><\/strong><\/p>\n\n\n\n

Yellow.ai deployed a dynamic AI agent to enable round-the-clock self-service options on WhatsApp and the website, engaging nearly 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\u2019s backend systems.<\/p>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n<\/div>\n<\/div>\n\n\n\n
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\"\"<\/figure>\n<\/div>\n\n\n\n
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2<\/p>\n\n\n\n

Live agent support<\/strong><\/strong><\/p>\n\n\n\n

Using Yellow.ai\u2019s 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.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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3<\/p>\n\n\n\n

Outbound awareness campaigns<\/strong><\/strong><\/p>\n\n\n\n

Lion Air also utilises Yellow.ai\u2019s Engage module for outbound campaigns to share important information and promote offers through push notifications, with opt-in and opt-out options on Whatsapp.<\/p>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n
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Impact<\/h2>\n\n\n\n
\n\n\n
\r\n \r\n
\r\n
\r\n
\r\n
\r\n
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Deflection rate<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n %<\/span>\r\n <\/div>\r\n

<\/div>\r\n

queries handled by the AI agent<\/p>\n<\/div>\r\n <\/div>\r\n

\r\n

High Adoption<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n M+<\/span>\r\n <\/div>\r\n

<\/div>\r\n

users engaged via Dynamic AI agent every month<\/p>\n<\/div>\r\n <\/div>\r\n

\r\n

Volume Handling<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n M+<\/span>\r\n <\/div>\r\n

<\/div>\r\n

messages exchanged in a quarter<\/p>\n<\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n <\/div>\r\n\n\n\n

*Data from Q1, 2024 (Nov 2023 – Feb 2024)<\/p>\n<\/div><\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n

“At Lion Air Group, we are dedicated to delivering fast, efficient, and memorable experiences for our customers. With the support of Yellow.ai and its DynamicNLP technology, we have 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 effort associated with training data. Our Dynamic AI chatbot 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.”<\/p>\n\n\n\n

Contact Center and CRM Manager<\/strong>
Lion Air Group<\/p>\n<\/div>\n\n\n\n

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