In an era where most businesses rely heavily on traditional call centers, one regional airline is charting a different course. FLY91, a carrier that took to the skies seven months ago, has boldly chosen to forgo the conventional call center model, opting instead for a tech-savvy approach to customer service.
While this might seem unconventional in the travel industry, FLY91 is proving that exceptional customer service doesn't always require a room full of agents. By leveraging cutting-edge technology and prioritizing digital solutions, the Goa-based airline is redefining how passengers interact with and receive support from their carrier.
FLY91's Chief Technology Officer, Prasanna Subramaniam, explains that this strategic decision stems from a desire to disrupt the industry and challenge traditional norms.
Instead of relying on human operators, FLY91 has implemented a fully automated bot that efficiently addresses customer queries. This innovative approach not only provides quick and convenient support but also allows the airline to reinvest cost savings into developing new digital applications, further enhancing the passenger experience.
But what happens when a customer craves a personal touch – FLY91 has that covered too. Passengers can simply leave their contact information with the bot, and a representative will promptly return their call. This hybrid approach ensures that passengers have access to both efficient automated support and personalized assistance when needed.
FLY91's success demonstrates that embracing digital solutions can lead to cost-effective and customer-centric service. As FLY91 airline continues to expand its routes and fleet, its innovative approach to customer service is poised to make waves in the aviation world.
