Case Study: Virgin Atlantic achieves $28M three-year value with Genesys Cloud AI

Virgin Atlantic gains $28M three-year value from Genesys Cloud AI

Virgin Atlantic, Britain’s second-largest airline, needed to handle soaring contact volumes during the COVID-19 pandemic while improving customer experience and replacing legacy, siloed contact center systems. The airline wanted a more unified digital approach and turned to Genesys Cloud to modernize its passenger service operations.

Genesys implemented the Genesys Cloud platform, including AI capabilities, web messaging, chatbots, and workforce engagement tools, to unify channels and improve efficiency. The results included $28M in three-year value, a 25-point CSAT increase, 220% more interactions handled with Genesys Web Messaging, 20% of contacts contained by bots, a 40% reduction in agent attrition, and 10% more conversations handled with the same resources.

Virgin Atlantic

Louise Phillips

VP Customer Centers