Case Study: Leading Travel & Transportation Company achieves $4.5M+ pandemic revenue and 5% CSAT lift with Verint Systems' Intelligent Virtual Assistant

Helping a Leading Travel Company During Unprecedented Times

A leading global travel and transportation company that serves millions of passengers faced an immediate crisis when COVID-19 halted travel and shifted many customer service staff to remote work. The company needed to maintain seamless, timely support and keep customers informed about cancellations, routes, safety protocols and policy changes during unprecedented uncertainty.

The company partnered with Verint to optimize its Intelligent Virtual Assistant, updating COVID-related responses, directing users to a dedicated information page, running sentiment analysis, and rolling the IVA out on mobile. The IVA delivered 24/7 self-service, generated over $4.5M in the first seven months of the pandemic, boosted positive CSAT scores by more than 5%, and supported a 30% increase in mobile traffic while enabling rapid adaptation to changing customer needs.