Case Study: Alaska Airlines speeds guest service and issue detection with Cresta

Alaska Airlines cuts issue detection from weeks to same-day with Cresta

Alaska Airlines, a major airline undergoing significant expansion, faced the challenge of delivering fast and caring customer service amidst rapid operational changes. Their contact center needed to understand emerging guest issues in real-time, equip agents with immediate knowledge to resolve issues quickly, and effectively onboard and coach a growing team. They partnered with Cresta to address these challenges using its AI platform, which includes Agent Assist and Conversation Intelligence.

By implementing Cresta's end-to-end platform, the airline gained real-time visibility into customer concerns, allowing them to identify and resolve issues on the same day instead of weeks later. Agents received in-the-moment guidance, enabling faster and more accurate answers without switching between systems. The solution also provided AI-powered coaching to scale agent development. As a result, Cresta helped Alaska Airlines significantly improve the speed and quality of its customer service while gaining operational agility to measure the impact of business changes instantly.

Alaska Airlines