About the Client
Leading APAC airline
Business Challenge
Bring efficiencies in business operations, customer experience improvements, and competitive positioning through clear differentiators
Our Solution
Partnering with the client, we successfully provided the needed solution to automate routine tasks and improve customer experience:
- RPA Automation Assessment of the business landscape of Guest Contact Center automation comprising of 50+ processes
- Setup and institutionalization of Automation CoE
- RPA hosted on AWS Cloud
- Processes automated include Seat reassignment, schedule change confirmation, special service request, EMD issuance, and ticketing
- Implemented tVera - Coforge proprietary framework for voice check-in using Amazon Alexa for passengers
Benefits
- Annualized cost reduction of 50%
- Enhanced customer experience leading to accelerated growth and revenue.
