Case Study: Etihad Airways achieves 52% self-service and higher NPS with Microsoft Dynamics 365

Etihad Airways raises the bar for customer service with Power Virtual Agents

Etihad Airways, the Abu Dhabi–based global carrier, faced a surge in customer inquiries and rapidly changing travel restrictions during the pandemic, leading to duplicate cases across channels and growing expectations for instant, accurate support. The airline needed a scalable way to manage the influx, keep customers informed, and preserve high service standards.

Etihad implemented a Microsoft Power Virtual Agents chatbot integrated with Dynamics 365 Customer Service, launching the service in four months to provide instant answers and collect information before routing to agents. By February 2022 the bot handled 52% of customers, reduced wait times and calls, freed agents to focus on complex cases, improved productivity and NPS (earning Stevie Awards), and is being expanded to more markets and channels.

Etihad Airways

Lamia Hassan Mohamed

Senior Social Media Manager