Case Study: JetSMART achieves 80% customer service automation with Hubtype

JetSMART automates 80% of customer service in 6 weeks with Hubtype

JetSMART, a low-cost airline in South America, had a customer service model that relied almost entirely on phone and email. This approach was resource-intensive and lacked the digital, automated experience the airline wanted to offer. To address this challenge, JetSMART partnered with Hubtype to implement its conversational AI platform, aiming to modernize support and create a potential sales channel.

Hubtype implemented an AI agent named Austral on WhatsApp and webchat. The solution, which integrated with JetSMART's systems, used natural language understanding and automated conversation flows to handle queries. Within six weeks, Hubtype's platform helped automate 80% of customer conversations, reducing call centre volume by 34% and cutting the cost per interaction by 67%. The channel also became a direct sales tool, generating thousands of additional service sales and engaging over 200,000 monthly active users.

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