Case Study: Finnair boosts customer service speed and productivity with ultimate.ai

Finnair and ultimate.ai take customer service to the skies

Finnair, Finland’s flag carrier airline, needed a way to improve customer service efficiency while maintaining its premium brand experience. With 250 agents handling tens of thousands of inquiries each month in Finnish, Swedish, and English, the airline sought an AI partner that could boost both speed and quality of support. Ultimate.ai was selected for its strong technical foundation and multilingual capabilities, using its Augment solution to recommend answers for agents in real time.

Ultimate.ai implemented the AI in just three weeks, training it on 1.5 million lines of historical chat data and continuously refining it through use. The results included a 46% faster first response time, 31% faster average response times, and 25% more cases handled per hour. Over five months, suggested responses were used for nearly 30% of answers, helping Finnair reduce costs, improve customer experience, and increase agent productivity and satisfaction.

Finnair

Satu Karaksela

Service Manager