8-11%
AHT
~11%
Agent Performance Score
>95%
Calls Auto-scored for QA
Fewer Escalations
& Repeat Calls
Industry
Airline/Travel
USE CASE
Inbound customer service
ABOUT
To manage its high-volume inbound customer service operations, a major European airline turned to this global customer experience outsourcer with thousands of agents across multilingual, multichannel contact centers. Agents handle a wide range of traveler calls, from schedule changes and vouchers to baggage and loyalty inquiries, all with high emotional stakes when plans go wrong.
BUSINESS CHALLENGE
The global experience outsourcer operates customer contact centers for one of Europe’s largest airlines in two cities, handling high-volume, multilingual inbound support. Calls span schedule changes, vouchers, baggage, and loyalty, often with stressed or anxious travelers on the line. Average Handle Time (AHT) had increased as agents juggled multiple systems, repeated information, and put customers on hold to find answers. Supervisors could listen to only a small fraction of calls, which created blind spots around quality, coaching needs, and the root causes of repeat contacts.
The global experience outsourcer needed an enterprise-grade AI platform that could act as a real-time coach for every agent, reduce AHT without sacrificing quality, and turn 100% of calls into actionable insights for QA, training, and continuous improvement.
“Working with Uniphore has been a game-changer. Our agents feel empowered, and customers notice the difference. We’ve turned challenges into opportunities for better service.”
Head of Customer Experience
SOLUTION
To address these challenges, the global experience outsourcer implemented Uniphore’s Customer Service AI suite, featuring Conversation Insights Agent (CIA) and Real-time Guidance Agent (RTGA) in an integrated, closed-loop system. CIA analyzes every customer interaction to surface actionable insights, while RTGA delivers real-time guidance during each call. Together, they provide agents with a live AI coach grounded in actual conversation data, improving both accuracy and responsiveness.
Uniphore’s Conversation Intelligence Agent (CIA) serves as the analytical brain. It transcribes and analyzes 100 percent of the airline’s calls across two cities, clusters top call drivers such as voucher issues, schedule changes and bag delays, and highlights where interactions slow down. CIA tracks sentiment and friction points so leaders can see where customers are confused, frustrated or likely to escalate. It also auto-scores calls against the airline’s QA scorecards, increasing coverage to more than 95 percent compared with a small manual sample, and feeds leadership dashboards on AHT, repeat callers and trending issues so teams can address root causes rather than symptoms.
Real-time Guidance Agent (RTGA) is the in-call assistant. It listens in real time, recognizes intent early and surfaces the right knowledge article or workflow so agents can respond without long holds. RTGA provides on-screen prompts and suggested responses informed by CIA’s insights, including reminders of key compliance phrases and recommended solutions to detected issues. For new agents, it acts as an AI co-pilot that guides them through complex calls and accelerates ramp-up.
CIA and RTGA are wired together in a closed-loop coaching and QA model. CIA identifies what drives long handle times and poor experiences, the global experience outsourcer turns those findings into RTGA playbooks and prompts, and RTGA delivers that guidance live on every call. The outcomes of those interactions feed back into CIA, which continuously sharpens guidance, QA rules and training priorities over time.