Case Study: Norwegian reduces airline support enquiries with Kindly chatbot

How Kindly’s airline industry chatbot improved response times for Norwegian Airlines

Norwegian, the fifth largest low-cost airline, faced a high volume of customer enquiries that were overwhelming its support team. The airline needed a way to automate its customer support systems to improve response times and be available around the clock. To address this, it turned to Kindly and its airline industry chatbot.

Kindly implemented a multilingual chatbot based on a ready-made template for the airline industry, tailored to Norwegian's needs. The solution handled the most frequent enquiries, particularly in Norwegian and English. This resulted in a 20% reduction in live enquiries handled by agents, a 30% reduction in live chats, and fewer incoming phone calls, leading to shorter wait times and less stress for the support team.

Norwegian

Edward Thorstad

Chief Customer Officer