Case Study: Alaska Airlines reinvents contact center efficiency with AI

Key results

The challenge

A leading US airline (identified on the page as Alaska Airlines) with 29,000+ employees faced high average handle time of 9 minutes per call, where every second of AHT carried significant annual cost. It aimed to improve contact-center efficiency without sacrificing accuracy or compliance.

The solution

The airline used Kore.ai to give agents faster access to information during calls, reducing the time spent researching answers while maintaining regulatory compliance and accuracy.

The results, in context

The airline reported a 30% reduction in agent research time, a 10% reduction in Average Handle Time, and a 20% boost in First Call Resolution. Figures are quoted from Kore.ai's published customer story and dated.

Products used