Case Study: Brussels Airlines achieves sub-1-minute average agent response times and 70% request deflection with Mindsay

How Brussels Airlines uses a chatbot to help them provide instant customer service in 6 languages

Brussels Airlines, the flag carrier of Belgium, faced rising customer demand and a costly, phone-centric support model that didn’t scale. To improve service and lower costs, Brussels Airlines selected Mindsay and its customer service chatbot platform, attracted by Mindsay’s ROI-focused approach, easy API integrations, and professional services.

Mindsay deployed a multilingual chatbot on the airline’s website and integrated it with Genesys Cloud for seamless live-agent handovers, expanding from three to six languages and automating FAQs, refunds, baggage, check‑in and flight status. The Mindsay solution deflects 70% of incoming requests, provides 24/7 support in six languages, reduced call volumes and costs, and cut average agent response time to under one minute, allowing agents to focus on higher-value interactions.

Brussels Airlines

Rémi Vanbroeckhoven

Digital Product Owner