Case Study: Leading Airline and Travel Company achieves seamless omnichannel, AI-powered customer service with Bright Pattern

Major Airline Selects Bright Pattern Cloud Contact Center Software

Leading Airline and Travel Company selected Bright Pattern Contact Center software, an AI‑powered omnichannel cloud platform, to digitally transform its customer service. The airline needed a 24/7 solution to meet travelers on their channel of choice—voice, email, chat, social and messenger apps—while enabling self‑service, proactive notifications, and a seamless transition to live agents.

Bright Pattern deployed its cloud contact center for travel and hospitality, including proactive communications, a unified agent desktop, AI chatbots, omnichannel quality management, messenger app booking, and CRM integrations. The implementation streamlined agent workflows and productivity, enabled automated travel notifications and in‑channel payments, simplified bot‑to‑agent escalation, and delivered real‑time CSAT and sentiment measurement—measurable capabilities that improve resolution times and strengthen customer loyalty with Bright Pattern’s platform.