Case Study: a leading regional airline achieves $150M+ revenue potential with Concentrix Catalyst AI automation

a leading regional airline targets $45.8M ROI with Concentrix Catalyst

A leading regional airline needed to evaluate its contact center and service strategy to identify where to infuse AI and automation. Their challenge was to achieve a 10% reduction in operational costs without harming their reputation for customer service, and they engaged Concentrix Catalyst for its consulting and agentic AI expertise.

Concentrix Catalyst deployed a cross-functional team that conducted in-depth discovery and provided a roadmap focused on optimizing systems, embracing digital experience, and reimagining guest care with agentic AI. This solution centered on empowering advisors with AI while preserving the airline's human touch. The engagement set the client on a path to realizing over $150 million in potential revenue generation and $45.8 million in potential ROI through identified cost savings.