Case Study: Frontier Airlines boosts NPS and reduces handling time with Cognigy AI Agent

Frontier Airlines boosts NPS and handles 800K monthly conversations with Cognigy

Frontier Airlines, an ultra-low-cost carrier experiencing 15-30% annual growth, faced challenges in staffing its contact centers and managing customer inquiries efficiently during peak times. Their traditional phone-based support, limited to one conversation per agent, struggled to keep up with demand. To address this, they turned to vendor Cognigy for a solution using their AI Agent.

Cognigy's AI Agent validated reservations, answered baggage inquiries, managed refunds, and handed over complex issues to live agents. This solution allowed Frontier to handle hundreds of conversations simultaneously, leading to a significant increase in Net Promoter Score (NPS) and contact resolution rates. The implementation also created a more cost-efficient contact center and reduced the average handling time to a historical low.

Frontier Airlines