Volaris cuts contact center costs 70% with Verint AI bots

Volaris (NYSE: VLRS), Mexico's largest airline, reduced contact center costs per interaction by 70% and handled three times the call volume using the same number of agents through implementation of Verint (NASDAQ: VRNT) AI-powered bots, according to a company statement.

The airline moved 85% of its digital customer interactions to automated bots, which handle approximately five million yearly customer interactions including complex tasks such as check-in processes. Remaining queries are managed by agents capable of handling four to five conversations simultaneously.

Volaris increased its customer satisfaction score by 30% while transitioning customer service primarily to digital channels including messaging platforms and social media. The digital interactions can be paused, allowing customers to avoid transfers or repeated inquiries.

"Given our high and growing volume of customer interactions, controlling service costs was critical, and we were also looking to elevate the customer experience," said Daniel Gelemovich, Volaris's Digital & Marketing Director. "Our use of Verint bots to automatically respond to customer questions, complete tasks and drive sales has been a game changer."

The customer service unit now generates additional revenue by helping customers build travel itineraries, find promotions and purchase ancillary products at no extra cost to the airline. Volaris operates 500 daily flight segments connecting 44 cities in Mexico and 29 cities in the United States, Central and South America with a fleet of 148 aircraft.

Anna Convery, Verint's Chief Marketing Officer, stated that Volaris achieved "tangible, meaningful value from its AI investments" while improving service and keeping costs low for customers.

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