Case Study: AirHelp cuts response times by up to 50% with Zowie

How AirHelp Replaced 3 Tools With Zowie and Cut Response Times by up to 50%

AirHelp, the world’s largest organization specializing in air passenger rights, needed a better way to handle growing support demand across 18 languages. With a fragmented stack of three systems and limited language-specific staffing, agents struggled to find information, queues became uneven, and response times slowed. AirHelp used Zowie’s AI Agent and AI Inbox to streamline customer service operations.

Zowie replaced AirHelp’s three tools with an all-in-one support platform that centralized ticket handling, enabled live translations, automated routing, and fully resolved common questions with its AI Agent. The impact was significant: email response times dropped by 50%, automated resolution reached 48%, and Zowie took on the work of roughly 5–7 agents, helping AirHelp scale support more efficiently without adding major cost.

AirHelp

Małgorzata Miąsik

Operations Center Director