Case Study: Avios boosts reward flight redemptions with AND Digital’s GenAI Genie

Avios boosts reward flight search in 7 weeks with AND Digital

IAG Loyalty (IAGL), the loyalty pioneer behind the Avios rewards program, faced the challenge of a complex and stressful flight redemption process for its customers. This led to a high rate of unbooked flights as members struggled to find available rewards. Partnering with AND Digital, they identified generative AI (GenAI) as a potential solution to create a more efficient and intuitive search experience for users.

AND Digital designed and built a proof of concept named Genie in just seven weeks. The solution used GenAI to help customers find available reward flights with far more flexibility and personalization than traditional methods. The results from usability testing were overwhelmingly positive, with 100% of test users feeling it performed better than a traditional search engine and 83% preferring it over the current flight search. AND Digital delivered a validated PoC that demonstrated a simpler, more engaging user experience for IAGL customers.

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