Leading US Airline Reinvents Contact Center Efficiency with AI-Driven Search

Overview

A leading US airline, known for exceptional customer service and operational excellence, sought to transform their contact center operations. Facing costly, lengthy call handling times and rapidly changing procedural documents, they aimed to leverage AI to reduce agent effort and elevate the guest experience—without compromising regulatory compliance or accuracy.

The Challenge

The airline’s legacy IVR system needed a complete rethink for complex customer service demands:

• Average agent handling time (AHT) was 9 minutes per call, with every second costing $100K annually.
• Targeted reduction of AHT by 15 seconds to achieve meaningful cost savings.
• Rapidly evolving documentation stored in SharePoint required dynamic, accurate retrieval.
• Regulatory requirements mandated consistent, precise language in customer communications.

The airline needed a solution that went beyond basic automation to empower
agents with real-time, accurate insights—driving both efficiency and service
excellence.

The Solution

Kore.ai partnered with the airline to deploy Search AI in a 51-day pilot across 48 live agents, demonstrating a hybrid approach that blends generative AI-powered search with live agent support. Key benefits included:

• Custom extraction logic tailored to complex document formats and frequent updates.
• Integration of generative AI models for accurate, context-aware answers.
• Caching mechanisms to ensure consistent responses and reduce operational AI costs.
• Fine-tuned LLM and RAG parameters for optimal search relevance and speed.

This solution empowered agents to deliver faster, more accurate customer responses while maintaining compliance.

Business Impact

In just 51 days, Kore.ai’s Search AI delivered measurable improvements for the airline’s contact center:

These results prove AI’s power to lower costs and elevate service quality by enabling agents with smarter tools.

The Kore.ai Advantage

The airline achieved a breakthrough in contact center efficiency and guest satisfaction by leveraging Kore.ai’s cutting-edge Search AI platform. The hybrid human-AI model and customizable AI stack delivered enhanced accuracy, regulatory compliance, and scalable cost savings—setting a new standard for airline customer service operations.

Kore.ai’s platform and AWS’s secure, scalable global infrastructure.

What’s Next

Discover how Kore.ai’s AI-first platform helps airlines and enterprises alike transform service delivery—reducing costs, boosting agent productivity, and delighting customers at scale.