Case Study: Copa Airlines achieves 50% self‑service and 40% fewer calls and chats with [24]7.ai Virtual Agent

Copa Airlines - Customer Case Study

Copa Airlines, a leading Latin American carrier focused on profitable growth through superior customer service, faced a common travel-industry problem: travelers were highly intolerant of traditional website help tools like site search and FAQs, so Copa needed a faster, more accurate way to provide urgent answers online.

Copa deployed the [24]7 Virtual Agent “Ask Ana,” a friendly multilingual digital persona that answers natural-language questions in English, Portuguese and Spanish, offers a single approved answer plus related suggestions and a dynamic top-ten list. Two years after launch, the virtual agent handled 50% of customer queries (up from 10%), reduced call and chat volumes by 40%, achieved 94% answer accuracy, freed agents for complex issues, and improved customer satisfaction and operating efficiency.

Copa Airlines

Jim Parker

Analyst