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Etihad Airways is the national
carrier of the United Arab Emirates.
Our customer care teams are located in seven
different locations across the globe.
We handle interactions from guests
through calls, social media, emails,
and of course through our
newly introduced channel — the chat.
For us digital transformation
started five years ago at Etihad,
and we decided to do that because we felt like
digital was a competitive differentiator.
We would be able to scale it up and
offer the fantastic customer experience.
And as a result we embarked on
a really significant transformation exercise,
which was still undertaking.
Conflicts of restrictions
resulted in thousands of guests
contacting us to inquire
about the individual cases.
With no automation in place,
agents were struggling
with high volume of inquiries coming
from different channels.
We address this situation by implementing a
chat bot and a live chat for our customers.
With the pandemic the complexity
in travel regulations increased,
we were looking for a comprehensive solution,
which will provide capability of self service
for our customers and faster route to market.
Microsoft PVA was readily
available in our technology platform.
We partnered with Microsoft and Data Semantics
in order to provide a comprehensive chatbot
and live chat solution for our customers.
We launched the service in a period of three months.
Using this feature, our customers were able to
obtain the travel regulations.
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Chatbots provide instant
answers to guest inquiries every day.
It quickly addresses their
inquiries related to travel regulations.
It currently generates 45% success
rate while self-learning through AI technology.
We realized that we could extend our chatbot
scoop to cover refund, cancellations and rebooking.
Our intention is to provide
the chatbot experience to all our guests,
from searching a fly
to rebooking and everything in between.
Automating a large portion
of inquiries daily frees our agents
to focus on work that
will drive the business forward.
Our agents are able
now to handle our guests better,
assist with complex cases and drive revenue.
Introducing the chat added into the diversity
of the channels our guests can choose from.
It helped us offer fast contact resolution and
the ability to analyze the text coming through the chat,
added a new dimension in understanding
the guest needs,
and it also helped us to offer automation
through the chatbot.
We had invested previously
in platforms like Microsoft Dynamics,
it allowed us to be far quicker and more flexible
during that pandemic.
Because we had Dynamics, we were able to launch
a product in particular
that allowed us to alleviate pressures at the airport.
We look forward to further opportunities
and innovations using Microsoft Dynamics.
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