Case Study: Etihad Airways achieves faster live-chat responses and actionable insights with Microsoft Power BI

Etihad Airways reaches new heights with Microsoft Dynamics 365 and Customer Service omnichannel capabilities

Etihad Airways, the UAE national carrier, faced overwhelmed contact centers and an urgent need to deliver consistent, verified traveler information during COVID-19. To centralize support and engage customers across channels, Etihad deployed Microsoft Dynamics 365 Customer Service with Omnichannel for Customer Service and analytics using Microsoft Power BI.

The vendor implemented a live chat on Etihad’s website integrated with Microsoft Power BI for reporting and insights, enabling about 200 sessions per day with roughly two‑minute response times, a 96% answer rate, and 88% customer satisfaction. Microsoft Power BI supplies daily supervisor reports on agent performance that drive training and operational improvements, and Etihad is exploring Power Virtual Agents to further reduce response times.

Etihad Airways

Tristan Thomas

Director, Digital - Commercial & Customer