Case Study: a major European airline achieves faster inbound service and better QA with Uniphore

One of Europe’s Largest Airlines auto-scores 95% of calls with Uniphore

A major European airline, working through a global experience outsourcer, faced challenges in its high-volume, multilingual contact centers. Average handle time had increased as agents juggled multiple systems, and supervisors could only manually review a small fraction of calls, creating blind spots in quality and coaching. The airline's partner turned to Uniphore for an enterprise-grade AI platform to act as a real-time coach and gain insights from 100% of customer interactions.

Uniphore implemented its Customer Service AI suite, featuring Conversation Insights Agent (CIA) and Real-time Guidance Agent (RTGA). This integrated system analyzed every call to surface insights and provided agents with real-time guidance and on-screen prompts during conversations. As a result, Uniphore helped the airline achieve an 8-11% reduction in average handle time, an approximate 11% increase in agent performance scores, and auto-scored over 95% of calls for QA, leading to fewer customer escalations and repeat calls.