Case Study: United Airlines achieves faster customer service with Cresta

United Airlines cuts handle time 15% with Cresta

United Airlines, one of the world's largest airlines, faced the challenge of gaining actionable, real-time insights from its customer support calls, which were previously anecdotal and unquantifiable. This made it difficult to respond quickly to customer needs during real-time events and left agents struggling with increasingly complex inquiries. The airline partnered with Cresta to implement its AI-powered solutions, including Agent Assist and Conversation Intelligence, to address these issues.

By deploying Cresta's platform, United gained real-time analytics and provided its agents with in-the-moment support through hints and suggested responses. The solution delivered significant measurable impact, including a 15% improvement in average handle time and a 50% improvement in customer response time. Cresta enabled United to make data-driven decisions, improve customer interactions, and redirect routine inquiries to effective self-service options.

United Airlines