Case Study: Aer Lingus achieves scalable, friction-free CX with Verint Systems

Seamlessly Blending Agents and Bots to Deliver Exemplary CX

Aer Lingus, the flag carrier airline of Ireland, was facing growing messaging volumes and a surge in repetitive flight-status and disruption inquiries, especially after Storm Emma caused record incoming demand. The airline needed a scalable digital care operation to help agents identify urgent conversations faster, maintain SLAs, and deliver a smoother customer experience. Aer Lingus chose Verint Systems’ adaptive automation and tier-1 service bot on Facebook Messenger.

Verint Systems helped Aer Lingus deploy a flight status bot in December 2018 as part of its digital care architecture. The solution blended bots and human agents to prioritize and resolve customer requests more efficiently, enabling Aer Lingus to handle volume spikes and improve issue escalation during busy periods. The result was a more frictionless, scalable messaging experience and a stronger CX operation for the airline.

Aer Lingus

Paul Buckley

Head of Social