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Title
Lufthansa Group handles 16M+ conversations a year with Cognigy Self-Service AI Agents
…info, check alternatives flights or get refunds. 16+ Customer Service AI Agents 16M+ Conversations per Year 375K+ AI Conversations daily during Peaks How to scale AI Projects Enterprise J…
Description
Facing overwhelming call volumes during COVID-19, Lufthansa Group consolidated its customer service under Cognigy.AI to build Self-Service AI Agents that handle rebookings, travel info, alternative flight checks and refunds across Austrian, Lufthansa and SWISS. The AI Agents are deployed across websites and SMS links with multilingual support and real-time translation. Lufthansa now runs 16+ customer service AI Agents handling more than 16 million conversations per year, with peak days seeing up to 375,000 AI conversations, freeing human agents to focus on more complex issues.
…stances, the existing in-house developed chatbot was not flexible enough and so Lufthansa decided to consolidate its customer service provisions under the umbrella of one platform. The fastest and most effective way to do this was with an AI-powered customer a…
…of scalable and widely utilized Self-Service AI Agents by Lufthansa passengers, which facilitate the management of rebookings, acess travel info, check alternatives flights or get refunds. 16+ Customer Service AI Agents 16M+ Conversations per Year 375K+ AI Conversati…
…r consistent customer support. To enhance the effectiveness of their AI Agents, Lufthansa integrated them across multiple customer touchpoints, including their websites and through SMS links that provided direct access to self-service chat support. The AI Agents were also equipped with multilingual support and real-time translation, ensuring a broader accessibility and personalization of customer interactions.…
…Agents, the airline managed to significantly increase its interaction capacity, handling about 16 million conversations throughout the year with AI, with peak days seeing up to 375,000 interactions. This approach enables Lufthansa to efficiently deal with high demand periods a…
Company
Lufthansa Group
…looking for up-to-the-minute information or to change or cancel their flights. Lufthansa Group had to act quickly to serve customers and scale its ability to respond to increased and overwhelming call volumes wit…
Industry
Transportation
…s at scale.” Nick Allgaier Product Manager "Digital Assistants"@Lufthansa Group Hub Airlines | Austrian, Lufthansa, SWISS The Solution Lufthansa identified Cognigy as the best solution on the market to…
Problem
In the face of the Covid-19 pandemic, Lufthansa Group’s passengers desperately needed help. They flooded call centers and websites looking for up-to-the-minute information or to change or cancel their flights.
…&V Lufthansa Chat Assistant Quick help with your ticket rebooking The Challenge In the face of the Covid-19 pandemic, Lufthansa Group’s passengers desperately needed help. They flooded call centers and websites looking for up-to-the-minute information or to change or cancel their flights. Lufthansa Group had to act quickly to serve customers and scale its ability to…
Solution
Lufthansa identified Cognigy as the best solution on the market to train AI Agents at scale, integrating them across multiple customer touchpoints including websites and SMS links, equipped with multilingual support and real-time translation.
…istants"@Lufthansa Group Hub Airlines | Austrian, Lufthansa, SWISS The Solution Lufthansa identified Cognigy as the best solution on the market to train AI Agents at scale, allowing it to create and operate AI Agents fast and with ease. The introducti…
…r consistent customer support. To enhance the effectiveness of their AI Agents, Lufthansa integrated them across multiple customer touchpoints, including their websites and through SMS links that provided direct access to self-service chat support. The AI Agents were al…
…at provided direct access to self-service chat support. The AI Agents were also equipped with multilingual support and real-time translation, ensuring a broader accessibility and personalization of customer interactions.…
Business value
The airline handles about 16 million conversations throughout the year with AI, with peak days seeing up to 375,000 interactions, and automating high-volume routine queries has freed human agents to handle more complex issues.
…Agents, the airline managed to significantly increase its interaction capacity, handling about 16 million conversations throughout the year with AI, with peak days seeing up to 375,000 interactions. This approach enables Lufthansa to efficiently deal with high demand periods a…
…xpected disruptions like strikes, facilitating seamless rebookings and refunds. By automating high volume routine queries human agents were freed to handle more complex issues, thereby increasing the overall quality of service. This technological advancem…
AI capabilities
Conversational AI
…nt of rebookings, acess travel info, check alternatives flights or get refunds. 16+ Customer Service AI Agents 16M+ Conversations per Year 375K+ AI Conversations daily during Peaks How to sc…
Business functions
Customer Service & Support
…of scalable and widely utilized Self-Service AI Agents by Lufthansa passengers, which facilitate the management of rebookings, acess travel info, check alternatives flights or get refunds. 16+ Customer Service AI Agents 16M+ Conversations per Year 375K+ AI Conversati…
Technology
Cognigy.AI
…ansa Group business units the ability to take control with minimal IT support. “We believe Cognigy.AI to be the most comprehensive, user-friendly Conversational AI platform on the market today, which empowers our business users and developers to build advanced, multi-ling…
Headline outcome
…Agents, the airline managed to significantly increase its interaction capacity, handling about 16 million conversations throughout the year with AI, with peak days seeing up to 375,000 interactions. This approach enables Luftha…
Use case type
Conversational assistant
…Partners Contact Us Trust Center Get the latest Events News Careers Nexus Event 16+ Million AI Conversations Yearly With Self-Service AI Agent The challenges of extremely high customer expectations, constantly evolving reg…
