Case Study: JetBlue achieves 5x higher digital adoption with ASAPP AI

JetBlue boosts digital adoption 5x with ASAPP

JetBlue partnered with ASAPP to transform its customer support experience, aiming to elevate customer satisfaction while preserving the human element for its crewmembers. The challenge was to drive digital adoption and improve efficiency against an industry-wide focus on cost reduction.

ASAPP implemented its vertical AI to support and amplify JetBlue's crewmembers across digital channels like Apple Messages for Business, WhatsApp, and web chat. The solution resulted in a fivefold increase in digital contact share, saved 280 seconds per conversation, and achieved a 45% containment rate. These efficiencies saved 73,000 workforce hours in a single quarter, significantly reducing support time and meeting customer preferences for digital contact.

JetBlue