Case Study: GOL Airlines deflects 10M+ customer queries annually with Inbenta

GOL Airlines deflect +10M customer queries annually with Inbenta

GOL Airlines, the Brazilian airline, needed to reduce pressure on its call center, shorten wait times, and improve customer experience while handling millions of website queries each month. The company turned to Inbenta and its AI-powered customer experience platform to automate answers to repetitive questions and free agents to focus on more complex issues.

Inbenta implemented “Gal,” an AI chatbot for GOL’s website and later WhatsApp, providing 24/7 support for check-in, bookings, flight status, baggage, and more. The results included about one-third of all customer questions handled by Gal, 895,000 queries managed in 2020, 90% of interactions resolved autonomously, 35% of customers completing check-in via WhatsApp, and more than 30% of emails handled directly by the chatbot, along with significant cost reduction and higher customer satisfaction.

Gol

Elisa Moreira

Customer Service Manager