customer_support · travel · workflow
Volaris triples digital service capacity with Verint AI and automation
Volaris needed to scale its digital customer service to handle significantly more volume without increasing agent headcount, starting from a limited single-chatbot foundation.
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 · Single chatbot starting point
Volaris began its digital service strategy with a single chatbot.
Tools used
Verintchatbotcopilots
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.
Results
Volume90%
Cost replacedreduces costs
Grounding & classification
Source type: vendor customer story
25 fields verified against source quotes.
agent assistchatbotconversational aichat transcriptmetric backednamed customerproduction runtime claimedtools describedworkflow describedtravelautomation ratecost reductioncustomer satisfactionemployee productivitythroughput increasevendor customer storycall center aicustomer supportautonomous resolution