Case Study: NTT DATA achieves faster, more efficient airline customer support with Voximplant

NTT DATA cuts human-handled calls by 20% with Voximplant

NTT DATA, an IT infrastructure and services company, partnered with Voximplant to address an airline client's challenge with an unsatisfactory level of customer service and overloaded operators. The airline was receiving thousands of daily calls and needed a simple, flexible, and scalable solution after a previous chatbot integration failed to handle the volume, leading to long wait times and customer dissatisfaction.

The solution implemented by Voximplant utilized its AI platform to create an omnichannel contact center with intelligent call routing and CRM integration. This automated many common requests and provided operators with context for complex calls. As a result, the airline saw a 20% reduction in human-handled calls, an 80% first contact resolution rate, and cut customer service costs by 20%, while also improving its Net Promoter Score and retention rate.

NTT DATA