Case Study: Lufthansa InTouch achieves 24/7 rapid processing of 100,000+ customer transactions with SS&C Blue Prism

Lufthansa InTouch Helps Customers Rapidly Change Travel Plans with Intelligent Automation

Lufthansa InTouch, the airline’s customer service and operations subsidiary, was suddenly inundated during COVID-19 with hundreds of thousands of flight-change and cancellation requests. To respond rapidly, Lufthansa InTouch worked with partner NEOOPS and deployed SS&C Blue Prism intelligent automation — using Blue Prism digital workers to scale support and manage high volumes of customer transactions.

Working with NEOOPS and SS&C Blue Prism, Lufthansa InTouch rapidly implemented six Blue Prism digital workers operating 24/7 to handle alterations, cancellations, refunds and ticketing transactions. The SS&C Blue Prism solution has processed more than 100,000 customer transactions, enabled seamless handoffs between human and digital workers, and delivered faster responses and reassurance to customers while proving the value of automation for future scaling.

Lufthansa InTouch

Roman Tesar

Site Operations Manager