Case Study

Transforming Airline Customer Experience with AI-Powered Contact Center

Delivering exceptional passenger service with Microsoft Dynamics 365 Customer Service

Published: September 2024 | Industry: Aviation | Location: International

Airline Contact Center Operations

Excellence in Customer Service

Aviation customer service operations

Modernising Aviation Customer Service

A major international airline faced unprecedented challenges following the COVID-19 pandemic, with dramatically increased customer service demands and outdated systems struggling to cope with the new reality of modern travel requirements.

With fragmented legacy systems preventing efficient case management and critical staffing gaps affecting service quality during peak periods, the airline needed a comprehensive digital transformation to maintain their reputation for exceptional passenger experience.

In partnership with Delta Insights, the airline implemented Microsoft Dynamics 365 Customer Service with AI-powered automation, creating a unified omnichannel platform that delivers outstanding passenger support while optimising operational efficiency.

7 Weeks

To Excellence Implementation

65%

Reduction in Call Wait Times

92%

First Call Resolution Rate

45%

Increase in Agent Productivity

The Challenge: Post-Pandemic Service Transformation

The airline industry's recovery from COVID-19 brought unprecedented customer service challenges, requiring rapid adaptation to meet evolving passenger expectations while managing operational constraints.

Post-COVID Demands

Unprecedented customer support demands following the pandemic with outdated systems struggling to cope

Staff Shortages

Critical staffing gaps affecting service quality and response times during peak travel periods

Fragmented Systems

Disconnected legacy systems preventing efficient customer service and case management

Microsoft Dynamics 365 Customer Service Solution

Delta Insights delivered a comprehensive AI-powered contact center transformation, implementing Microsoft Dynamics 365 Customer Service with intelligent automation to create seamless omnichannel passenger experiences.

Digital Contact Centre

Complete Microsoft Dynamics 365 Customer Service implementation in just 7 weeks

  • Unified omnichannel platform
  • Intelligent case routing
  • Real-time agent dashboards
  • Integrated communication channels

AI-Powered Automation

Copilot and intelligent virtual agents for enhanced customer support

  • Automated query handling
  • Smart case prioritization
  • AI-suggested responses
  • Predictive analytics

Rapid Deployment

Fast-track implementation methodology for immediate business impact

  • Agile project delivery
  • Minimal business disruption
  • Quick staff training
  • Immediate ROI

This comprehensive contact center transformation enables the airline to deliver exceptional passenger service while maintaining operational efficiency during peak travel periods and disruptions.

7-Week Implementation Timeline

Rapid deployment methodology ensuring minimal business disruption while delivering immediate impact to passenger service quality.

1

Discovery & Analysis

1 week
Current state assessment
Process mapping
Solution architecture
2

Platform Configuration

2 weeks
D365 Customer Service setup
Channel integration
AI bot development
3

Testing & Training

2 weeks
System testing
Agent training
Performance optimization
4

Phased Rollout

2 weeks
Pilot deployment
Full production rollout
Performance monitoring

Impact & Measurable Outcomes

Enhanced Passenger Experience

  • 65% reduction in call wait times
  • 92% first call resolution rate
  • 24/7 AI assistant availability

Operational Excellence

  • 45% increase in agent productivity
  • 70% automated resolution rate
  • 50,000+ monthly interactions handled

Strategic Benefits

  • Unified omnichannel platform deployed
  • Real-time analytics and reporting
  • Scalable infrastructure for growth

Why This Airline Chose Delta Insights

The airline selected Delta Insights for our proven expertise in aviation customer service transformations and rapid deployment capabilities. Our partnership delivered exceptional value through agile implementation methodology, minimal business disruption, and comprehensive support throughout the transformation.

Key Partnership Benefits:

  • 7-week rapid deployment with minimal disruption
  • AI-powered automation and intelligent routing
  • Comprehensive agent training and change management
  • 24/7 support ensuring uninterrupted service delivery

Delivered by Delta Insights. Powered by Microsoft.

This airline contact center transformation demonstrates the power of Microsoft Dynamics 365 Customer Service when combined with expert implementation and AI-powered automation. The result is a comprehensive platform that enhances passenger experience while optimising operational efficiency.

Built with

  • Microsoft Dynamics 365 Customer Service
  • Microsoft Copilot for Service
  • Power Platform (automation workflows)
  • Azure Cloud (scalable infrastructure)
  • Omnichannel for Customer Service

Project Details

Industry:Aviation, International Travel
Timeline:7 Weeks Implementation
Solution:Microsoft Dynamics 365 Customer Service
Services:Implementation + AI Automation + Training

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