Case Study: GOL Airlines improves customer service and automates support with Inbenta

Gol - Customer Case Study

GOL Airlines, a fast-growing Brazilian airline, needed to ease pressure on its call center, improve customer satisfaction, and automate the repetitive questions customers were asking across channels. GOL turned to Inbenta and its Symbolic AI platform to help create a smarter self-service experience, starting with a website chatbot called Gal.

Inbenta implemented Gal on GOL’s website and later expanded it to WhatsApp with features like online check-in, booking management, flight status, baggage information, and seat selection. The results were strong: Gal handled about half of GOL’s enquiries, received 895,000 queries in 2020, and managed 90% of interactions on its own. On WhatsApp, around 35% of customers now complete check-in there, and 90% rate the service as very good or excellent.

Gol

Elisa Moreira

Customer Service Manager