Case Study: Flyin achieves 80% faster resolution times and eliminates email support with Verloop.io

Flyin Stopped Using Email For Support Entirely After Moving To A Chatbot

Flyin, an online travel agent with 200,000+ monthly website visitors, 1,000,000+ app users and a global footprint after its Cleartrip acquisition, needed a scale-ready, multi-lingual support solution to automate ticket resolution and support remote operations. Flyin partnered with Verloop.io to deploy conversational automation — a chatbot-based support system designed to handle cancellations, confirmations, amendments, refunds and general inquiries across languages.

Verloop.io’s chatbot collects user details, serves automated FAQs (using multi-lingual encoders and NER), and routes complex cases to agents; 84% of users who start a chat reach the end of the flow. The switch cut first response time from 30–40 minutes (email) to 17–20 seconds, drove average response under 40 seconds, shrank ticket resolution to 32 minutes (up to an 80% reduction), and enabled Flyin to phase out email support entirely.

Flyin

Fady Jabrah

Manages Customer Experience