customer_support · travel · workflow
Lufthansa InTouch handles over 100,000 COVID-19 change requests with Blue Prism digital workers
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Surge of change requests
Millions of change requests came in as COVID-19 caused flight volumes to collapse suddenly.
Tools used
Blue Prism
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.
Results
Volumeover 100,000
Grounding & classification
Source type: vendor customer story
21 fields verified against source quotes.
agentic workflowsupport tickethuman review describedmetric backednamed customerproduction runtime claimedtools describedworkflow describedtravelcustomer satisfactionthroughput increasevendor customer storyback office opscustomer supportautonomous resolutionhuman review queue