Objectives:
- Reduce inbound calls & emails: To CVG's customer support staff
- Enhance passenger experiences: By providing immediate answers to FAQs and offering additional support, reducing the need to contact customer support
- Collect new passenger feedback: To better understand changing needs and evolving traveler expectations
- Increase customer satisfaction scores: By measuring how well Digital Team Members support passengers and improve airport experiences
- Improve special assistance support: Using insights from conversations to address information gaps
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Outcomes:
- Streamlining passenger support: By enhancing efficiency and the overall passenger experience
- Providing one connected experience: Reliable information delivered across the airport, ensuring consistent and accurate support at every touchpoint
- Gathering actionable insights from passenger interactions: Helping CVG's team make better-informed decisions and respond effectively to traveler needs
Hello EA Outcomes:
"The airport assistant has become a valuable part of how we support passengers at CVG. It has helped us respond more efficiently, remain accessible, and gain deeper insights into what matters most to our travelers - all without placing additional pressure on our teams. More than just a tool for answering questions, it’s helped us evolve the way we deliver effective customer service."
Cincinnati/Northern Kentucky International Airport
