Case Study: Air India Express achieves 90% lower call volumes with Avaamo's GenAI virtual assistant

Air India Express handles 99.7% of queries with Avaamo

Air India Express, an Indian flagship carrier, faced the common airline industry challenge of surging wait times in its call center during peak travel periods. To address this, the airline partnered with Avaamo to deploy a cutting-edge GenAI-powered virtual assistant named "Tia" for customer self-service.

Avaamo implemented Tia across multiple channels, including web, voice, WhatsApp, and mobile, integrating it with backend systems to handle workflows without human intervention. The solution successfully resolved 3.1 million queries annually, with 99.7% handled by Tia and less than 1% requiring escalation. This resulted in a 90% or greater reduction in call center volumes for Air India Express.

Air India Express