Case Study: American Airlines achieves improved customer experience, 5% higher call containment, and millions in annual savings with Nuance Communications

American Airlines (US Airways) reaches new heights in customer service

American Airlines faced a fragmented, inefficient contact center after mergers left it operating multiple legacy IVR systems with inconsistent voices, poor CTI integration and limited performance insight—while a contract requirement to on‑shore reservation agents created pressure to cut costs and boost self‑service. After issuing an RFP, American Airlines selected Nuance Communications to deliver a modern, speech‑enabled IVR built on Nuance OnDemand and natural language technology.

Nuance Communications implemented a hosted speech IVR with natural language call steering, personalized call handling and proactive trip information (including Nuance Vocalizer voice persona), plus automated trip-data collection and CTI screen pops. The new system deployed smoothly in July 2011, improved customer experience, increased call containment by about 5% (yielding millions in annual savings), handled surge volumes during Hurricane Irene with minimal hold times, and provided actionable reporting to drive ongoing improvements.

American Airlines

Tim Lindemann

Vice President Reservations and Customer Planning