Case Study: a 90-year-old flag carrier airline in India handles 190K+ WhatsApp queries with Twixor's AI virtual assistant

a 90-year-old flag carrier airline in India handles 190K+ WhatsApp queries with Twixor

The customer, a 90-year-old flag carrier airline in India, faced overwhelming chat support requests and high volumes of IVR calls, which increased operational costs and strained its customer service. To automate queries and improve user engagement, the airline partnered with vendor Twixor to build a virtual AI assistant for deployment on WhatsApp.

Twixor developed a custom AI virtual assistant for WhatsApp that handled queries for flight status, ticket downloads, and flight schedules using adaptive rich cards. This solution integrated with the airline's backend systems via API. The implementation by Twixor handled over 190,000 interactions, saved 35,000+ man-hours, and achieved a 62% improvement in customer satisfaction scores.