Case Study: Iberia Express reduces call volume and improves customer experience with Mindsay

How we worked with Iberia Express to improve customer experience and call center efficiency with a chatbot

Iberia Express, a Spanish low-cost airline in the Iberia Group, faced heavy call volumes and a need for 24/7 customer support after a prior chatbot trial that failed to meet expectations. Convinced by Iberia’s success with Mindsay, Iberia Express chose Mindsay’s chatbot to reduce call center load, improve customer experience, and launch quickly during the COVID crisis.

Mindsay built and launched a website chatbot in one month, working with Iberia Express’s Customer Experience and Marketing teams to cover FAQs, claims and refunds, booking, check‑in, luggage, and more, with real‑time, nontechnical updates. The Mindsay bot has significantly reduced calls to agents, deflected repetitive queries so agents can focus on higher‑value interactions, enabled 24/7 support, and lowered customer service costs while allowing Iberia Express to manage and improve the bot autonomously.

Iberia‎

Isabel Rodriguez

Head of Analytics, Digital Marketing & e-commerce