Case Study: KILROY International achieves 70% automated request resolution and faster customer support with Mindsay

Reaching the next level of customer service automation with Sabre

Kilroy, a global travel company, faced rising customer service demand and the need to speed up responses while reducing agent workload. They partnered with Mindsay to deploy a conversational AI chatbot—seamlessly integrated with Sabre’s APIs and their Zendesk support platform—to give travelers instant answers and reduce wait times.

Mindsay’s solution automates common travel requests (flight modifications/cancellations, refund qualification, baggage handling, personal info changes, and FAQs), enabling up to 70% of requests to be resolved automatically. The deployment cut call and live-chat volumes, delivered faster answers and higher customer satisfaction, and freed agents to handle more complex issues.

Kilroy

Pernille Vaupel

Director, Air and Online Sales