Case Study: Delta Air Lines achieves real-time in-flight attendant support and $2M+ savings with Emplifi

How one of the U.S.’ major airlines delivers a high standard of in-the-moment support to its 22,000 flight attendants

Delta Airlines, which serves over 180 million customers and relies on more than 22,000 flight attendants, faced new support challenges after rolling out handheld devices that enabled in‑flight services and customer engagement. To provide real‑time, remote assistance and better insight into interactions, Delta partnered with Emplifi and piloted Emplifi Agent and Emplifi SOS as their CRM, video chat, and customer‑facing support solution.

Emplifi delivered a custom app and integrated Emplifi Agent/Emplifi SOS so flight attendants can get answers in the moment or escalate to video chat with support agents, with all interactions logged and reported in the CRM. Since early 2018 the support team has handled more than 16,000 calls (over half via the Emplifi app), gained actionable visibility into workflows, and saved more than $2 million in the first three years while improving response speed and overall operational efficiency.

Delta Airlines

Erica Smith

Manager, IFS Technology Delivery