One of the Worlds Largest Airlines

[24]7 handles over 50 million customer service

interactions annually
Cloud-based, predictive IVR platform and self-service
applications deliver industry-leading experience for
airlines customers

Customer Profile:
[24]7 provides speech self-service software and services for inbound and outbound customer
service calls to one of the worlds largest airlines committed to providing the best customer
service. The airline and [24]7 have partnered on speech self-service software since 2004.

Challenge:
The client was seeking a next-generation speech solution capable of automating multiple call
types and delivering the best customer experience.

Solution:
[24]7 handles inbound and outbound customer service calls for the airline with [24]7 Speech,
self-service software that encompasses an IVR platform and speech applications. [24]7 worked
closely with the client to define the most impactful speech self-service journeys.

Results:
Over 5 million calls per month handled with intelligent call routing application; 1 million for reservation
lookup application and .5 million for flight information application
Saved over 30 seconds per call on Intent prediction within application (i.e., from 86 seconds to 50
seconds on average)
Recognized [24]7 with an award given to its top technology and service partners


Success Story
2

Overview
[24]7 provides speech self-service software and
services for inbound and outbound customer
service calls to one of the worlds largest airlines
committed to providing the best customer
service. The airline and [24]7 have partnered on
speech self-service software since 2004.

The Challenge
The client was seeking a next-generation
speech solution capable of automating multiple
call types and delivering the best customer
experience.

The Solution
[24]7 handles inbound and outbound customer
service calls for the airline with [24]7 Speech,
self-service software that encompasses an IVR
platform and speech applications. [24]7 worked
closely with the client to define the most
impactful speech self-service journeys, and the
table below shows a select list of enabled
applications.











Intelligent call routing routes each call to the right
resource quickly, efficiently, and accurately.
Each application is integrated with the
appropriate data sources (e.g., ANI, DNIS,
airlines reservation system, SABRE, and loyalty
information) to provide personalized customer
service based on customer context. Callers
whose ANIs are found in the frequent flyer
database are greeted by name, and proactively
offered dynamic menu options regarding
upcoming reservations, flights in progress,
current promotions, etc. A future upgrade will
recognize those callers who have purchased
flights but are not yet part of the frequent flyer
database.
Each product in the [24]7 product suite, including
[24]7 Speech, is powered by the [24]7 Predictive
Experience Platform, which applies predictive
analytics modeling to big data in real time to
anticipate the customers intent and streamline
the customer experience in the channel of their
choice whether speech, mobile, or Web.
Customers resolve tasks faster and easier, and a
future upgrade will enable the underlying Platform
and predictive analytics models to get smarter
with every interaction by utilizing machine
learning feedback mechanisms.









Application Description
Intelligent call routing Across applications, routes each call to the right resource quickly, efficiently,
and accurately
Flight information Provides up-to-the-minute information on flights, which can be found by flight
number, date, or departure and arrival airports
Reservation booking Obtains desired travel itinerary and provides information to agent to complete
the sale
Reservation management Allows caller to retrieve information about reservation and manage it
Loyalty program account
management
Handles frequent flyer and loyalty program requests, such as opening
accounts, providing account status, making changes to accounts, and
redeeming awards
Baggage service handling Provides updated information on lost baggage, enables delivery modifications,
and provides information about reimbursement
Check in Allows customers to check in for a departing flight, as well as provide checked
baggage count, calculate baggage fees, and purchase flight upgrades
Outbound notification Makes outbound calls to notify passengers of flight departures, changes in flight
schedules, and, in the event of a late-arriving flight that impacts a connecting
flight, informs passenger of new flight details
3

The cloud-based [24]7 Predictive Experience

Platform enables self-service customer care
across channels and manages more than 2.5
billion interactions annually for the entire [24]7
client base.

Results
Specific results from selected applications are
listed below.
As a sign of the clients appreciation, the airline
recognized [24]7 with an award given to its top
technology and service partners.
In future phases of deployment, [24]7 will
continue to add intelligence and personalization
to the customers [24]7 Speech journeys,
resulting in even shorter call durations,
increased self-service adoption, and a higher
level of customer service.
About [24]7
[24]7 makes customer service and sales simple.
Our platform and applications use big data and
predictive analytics to understand customers and
drive better service and sales results for large
enterprises. We do this over 2.5 billion times a
year for the worlds leading companies.
[24]7s platform enables an omnichannel
interaction experience. We connect customer
interactions across an enterprises web, mobile,
chat, social, and phone channels. Its all in real-
time and in the cloud.
Our solutions drive immediate business results.
We increase revenues, reduce service and sales
costs, and create more satisfied customers.
[24]7 serves the Global 100 market leaders in the
Financial Services, Retail, Technology,
Telecommunications, and Travel Industries. For
more information, visit: 247-inc.com

Application Approximate
Volume per Month
Task
Completion Rate
Notes
Intelligent call routing 5M calls 93% ---
Flight Information 0.5M calls 92% Intent prediction within
application saves over 30
seconds per call (i.e., from
86 seconds to 50 seconds
on average)
Reservation look up 1M calls 82% ---


USA Sales Office: 910 E. Hamilton Ave Campbell, CA 95008-0610
Global Delivery Centers: Philippines, India and Central America
Contact: Phone: +1.650.385.2247 | Email: queries@247-inc.com
2014. 24/7 Customer, Inc. All rights reserved.
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