Industry Context
The airline industry faces growing challenges in delivering seamless and personalized customer experiences across various touchpoints. With customers increasingly expecting fast responses and tailored services, airlines must manage a high volume of inquiries from diverse communication channels, including social media and emails. For budget airlines, balancing operational costs while meeting these rising expectations is particularly challenging. Additionally, the demand for real-time insights and scalable support systems is critical for ensuring operational efficiency and sustaining customer satisfaction in a highly competitive market.
