Case Study: GOL (Brazil's largest airline) retains 90% of online customers with Inbenta's Gal chatbot

Gal the Inbenta Chatbot that retains 90% of online customers

GOL, Brazil’s largest airline with around 900 flights a day and about 2.5 million monthly website visitors, was struggling to handle thousands of individual customer requests across in-person, email and phone channels. The volume put heavy pressure on staff and resources, so GOL partnered with Inbenta to reduce costs and improve online customer satisfaction.

Inbenta deployed Gal, a 24/7 AI chatbot powered by patented natural language processing and integrated with systems like flight status and cross-sell banners to give fast, accurate answers. Gal now manages roughly one-third of web visits, achieves over 90% online retention/self-service rates, and has significantly increased customer satisfaction while easing support workloads.

Gol

Renata Corrêa Dias Ferreira

Quality Manager DRC