Case Study: PLAY Airlines elevates customer service with boost.ai

Conversational AI elevates customer service for PLAY Airlines

PLAY Airlines, Iceland’s new challenger airline, needed a scalable way to deliver fast, 24/7 customer support without relying on traditional phone queues. To meet that challenge, the airline partnered with boost.ai and its conversational AI platform to launch a chat-first virtual agent named Playfin.

With boost.ai, PLAY Airlines implemented a fully digital customer service model that handles FAQs, booking-related questions, baggage, and special service requests, while also creating support tickets outside opening hours. The results have been strong: Playfin has managed over 100,000 conversations in 12 months, resolved 85% without human intervention, and helped PLAY scale support efficiently while improving customer experience and freeing staff for more complex cases.

PLAY Airlines

Hildur Haarde

Service Director