Case Study: Lion Air Group achieves 90% automation with Yellow.ai

Lion Air Group transforms customer service with 90% automation powered by Yellow.ai’s dynamic AI agent

Lion Air Group, Indonesia’s largest airline holding company, needed a more efficient way to handle high customer support volumes across its airlines while keeping costs down and only routing complex issues to live agents. To address this, Lion Air Group worked with Yellow.ai and its dynamic AI agent to automate repetitive customer service queries across website and WhatsApp channels.

Yellow.ai deployed a multilingual AI agent powered by DynamicNLP, along with Inbox for live agent handoff and Engage for outbound campaigns. The solution automated six use cases and 52 user journeys, handled queries for more than 1.8 million users monthly, and achieved a 90% deflection rate, helping Lion Air Group deliver faster, more scalable customer service.

Lion Air Group