Customer support · Production
Volaris triples digital service capacity with Verint AI and automation
The problem
Volaris needed to scale its digital customer service to handle significantly more volume without increasing agent headcount, starting from a limited single-chatbot foundation.
Workflow diagram · grounded in source
1
Single chatbot starting point
trigger
“evolved from a single chatbot to a comprehensive AI-powered ecosystem”
2
AI conversation automation
ai_action
“automates 90% of conversations”
3
Agent copilot assistance
ai_action
“Verint's automation, copilots, and data-driven insights helped Volaris streamline operations, enhance agent productivity”
4
Data-driven insights loop
feedback_loop
“data-driven insights helped Volaris streamline operations”
Reported outcome
Volaris now automates 90% of conversations, handles triple the service volume without increasing agent headcount, boosts CSAT, reduces costs, and won the award for the world's best digital airline.
Reported metrics
Conversations automated90%
Digital service volume increasetriple the service volume
CSATboosts CSAT
Costsreduces costs
Reported stack
Verintchatbotcopilots
Source
https://www.verint.com/case-studies/volaris-triples-digital-service-capacity-with-verint-ai-and-automation/
Read source ↗Frequently asked questions
What did this team achieve with this AI workflow?
Volaris now automates 90% of conversations, handles triple the service volume without increasing agent headcount, boosts CSAT, reduces costs, and won the award for the world's best digital airline.
What tools did this team use?
Verint, chatbot, copilots.
What results were reported?
Conversations automated: 90%; Digital service volume increase: triple the service volume; CSAT: boosts CSAT; Costs: reduces costs (source-reported, not independently verified).
How is this customer support AI workflow structured?
Single chatbot starting point → AI conversation automation → Agent copilot assistance → Data-driven insights loop.