Case Study: Delta Air Lines achieves real-time flight-attendant support and actionable insights with Astute

Delta Air Lines successfully pilots new support technology

Delta Air Lines, which serves roughly 180 million customers annually, needed a way to give its flight attendants real-time, in-flight support via their handheld devices and to gain better visibility into those interactions. To solve that challenge, Delta partnered with Astute to provide CRM, video chat and a customer-facing UI for in-the-moment assistance.

Astute deployed ePowerCenter along with Astute Bot and Astute SOS through a custom-configured app that lets attendants use conversational chat or escalate to video with support agents. Since early 2018 agents have handled more than 16,000 calls—with over half coming from the Astute app—helping Delta’s support team serve 22,000+ flight attendants more quickly and uncover actionable insights to improve service.

Delta

Erica Smith

Manager IFS Technology Delivery