Customer support · Production

Lufthansa InTouch handles over 100,000 COVID-19 change requests with Blue Prism digital workers

The problem

COVID-19 caused Lufthansa InTouch to be suddenly overwhelmed by millions of requests to alter or cancel flights, creating a massive backlog at a time when political pressure demanded rapid customer remediation.

Workflow diagram · grounded in source
1
Surge of change requests
trigger
“we had millions of change requests were coming in. We were able to respond rapidly by using intelligent automation”
2
Digital workers deployed
ai_action
“Six new digital workers were quickly dispatched to help Lufthansa InTouch deal with its ever-growing backlog of customer requests”
3
24/7 transaction processing
ai_action
“Working 24/7, the digital workforce has since facilitated the processing of over 100,000 customer transactions, including alterations, cancellations, and refunds”
4
Digital-human handoff
human_review
“Digital and human workers seamlessly pass work back and forth, quickly resolving ticketing transactions”
5
Refund or rebooking output
output
“either refunding the customers money or rebooking the flight”
Reported outcome

Blue Prism digital workers processed over 100,000 customer transactions including alterations, cancellations, and refunds, with digital and human workers passing work seamlessly, giving customers much-needed reassurance.

Reported metrics
Customer transactions processedover 100,000
Change requests volumemillions of change requests
Digital workers deployedSix
Speed of responserespond rapidly
Show all 5 reported metrics
customer transactions processedover 100,000
change requests volumemillions of change requests
digital workers deployedSix
speed of responserespond rapidly
customer reassurancemuch-needed reassurance at a stressful time
Reported stack
Blue Prism
Source
https://www.blueprism.com/resources/case-studies/lufthansa-intouch-helps-customers-change-travel-plans-with-intelligent-automation-rpa/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Blue Prism digital workers processed over 100,000 customer transactions including alterations, cancellations, and refunds, with digital and human workers passing work seamlessly, giving customers much-needed reassurance.

What tools did this team use?

Blue Prism.

What results were reported?

Customer transactions processed: over 100,000; Change requests volume: millions of change requests; Digital workers deployed: Six; Speed of response: respond rapidly (source-reported, not independently verified).

How is this customer support AI workflow structured?

Surge of change requests → Digital workers deployed → 24/7 transaction processing → Digital-human handoff → Refund or rebooking output.

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