Case Study: Etihad FEWA achieves 60% automated query handling and 96.6% faster resolution with Engati

Etihad - Customer Case Study

Etihad faced an overwhelming surge of customer queries during the pandemic that their existing call center, phone and email channels could not handle efficiently. They engaged Engati and its platform to address the volume and responsiveness challenges.

Engati implemented a multilingual, multichannel chatbot solution that automated and resolved many enquiries simultaneously, saving time and improving service delivery. Engati’s platform handled 60% of queries via the bot, delivered a 96.60% increase in resolution/turnaround time, and saw 25% of users prefer WhatsApp and Facebook Messenger.

Etihad