BubbleBubble

Achieving scalable and consistent customer support and CX with an AI chatbot

travel with wizz air

Their story

Wizz Air is one of the leading low-cost airlines in Europe and the largest in Central and Eastern Europe. Connecting their customers to the experiences, places, and people that matter most, at the best price, is at the heart of the WIZZ brand. They challenge themselves everyday to be the most loved low-cost airline. Since their first flight in 2004, WIZZ has come Europe’s fast growing and greenest airline.

The Goal

With extremely ambitious growth goals, Wizz Air needed a solution to allow them to scale their customer service and CX. They conducted thorough research on the chatbot market, followed by an extensive tendering process to find the best customer experience automation platform for their fast-growing company. They chose Mindsay for our excellent product, deep experience with airlines, and fast and agile way of working.

The Solution

Wizz Air launched their AI chatbot, Amelia, very quickly, starting with FAQs and the more general information that passengers are looking for, including information related to COVID, travel restrictions, flight disruptions, and schedules.

Thanks to Amelia, WIZZ customers now have an easy way to reach the airline at all times and have their problems solved instantly, on their preferred channels.

“Introducing our chatbot Amelia has been one of our most important customer experience enhancements.” - Agnes Milovecz, Exceptional Customer Journey Lead
Channels
Integrations

The Results

Wizz Air customers are happily using the chatbot and all of the use cases it handles. Customers now have fast and reliable service on their preferred channels, helping the airline improve CSAT.  

The bot is also decreasing call center traffic by automating the resolution of issues. The chatbot’s ability to manage many customer interactions simultaneously was simply not possible with only human agents.

Highlights

2M+

messages automated per year

92%

automation rate

24/7 support

on preferred channels

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"Comprehensive, logical UI. Great implementation and development support from Mindsay's team."
Francis Hardy
Senior Delivery Manager

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