Your AI Copilots for Customer Service

AI Agents for Airline Customer Service

Enhance passenger experiences with AI Agents for Airlines, designed to deliver seamless service across any channel and language. Cognigy’s conversational AI solutions for airlines streamline customer interactions, from booking to boarding, ensuring first-class support every step of the way.

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Who's Flying with Cognigy?

Case Study: AI Agents for Lufthansa

16+

Customer facing AI Agents

16+ million

Conversations per year

375k+

AI Agent conversations daily during peaks

Don't Start from Scratch.
Start with Cognigy.

Accelerate your time to value by hiring AI Agents, pre-trained with airline solutions including built-in industry specific templates, terms and tasks.

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Preloaded with Industry Data

Pre-trained intents, flows and entities to speed up design and deployment. 

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Pretrained on Travel Terms

Prebuilt lexicons with airport names, codes, city names, country namess, travel terms, holidays and much more.

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Automated Common Processes

Automate common service processes like rebookings, refunds, upgrades, meal choices and more. 

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AI Agents with Pre-Built Passenger Solutions

Pre-trained AI Agents that work along-side and assist your human agents, can handle phone calls and chat in 100+ languages and come trained on common airline procsses.

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Rebookings & Changes

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Check-in

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Flight Status

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Upgrades

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Refunds

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Proactive Notifications

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Baggage Tracking

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Airport Way Finder

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Complaints & Problems

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Loyalty Programs

Immediate Service on any Channel

Let passengers take charge of their journey and enjoy multimodal service across channels.

AI Agents can help customers on any channel, even making use of multiple channels during a single interaction. Whether it's a text message, image upload or micro web app, customers can can help make full use of digital and voice channels for things like seat selection, flight changes and more, from any device or browser. 

Contextual, Personal, Relevant

Leave behind impersonal, frustrating self-service experiences.

Cognigy’s AI Agents not only possess foundational service skills and emotional intelligence, but use your business knowledge swiftly to offer fast, effective, and empathetic support that can take into account previous interactions and preferences. 

 

Lower Operational Costs

Reduce operational costs by partially or fully automating repetitive tasks and processes with AI Agents while providing real-time agent assistance. 

Higher containment rates and faster, accurate agents reduce handling times and increase FCR while reducing training times and agent turnover.

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First Class Service with AI Agents

Discover seamless AI-driven self-service and agent assist experiences using the power of AI Agents.

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"With the AI Agent managing customer inquiries, we saw a rise in our NPS score and a reduction in our AHT compared to providing support through our phone channel. In fact, our average handling time is currently at its historical low, at least in the last five to six years."

Leonardo Declich

Director CX Transformation @Frontier Airlines

Lufthansa Group: Sky High Satisfaction with Cognigy.AI

Lufthansa uses Cognigy.AI to deliver fast, effective and 100% automated solutions to its passengers including rebooking flights, refunds, cancellations and more. 

Lufthansa's customer service operations now enjoy the  resilience needed to handle extreme traffic spikes and deliver consistent customer support no matter what unforseen events happen. 

In addition, a single cost-effective automation platform provided the scalability and flexibility that Lufthansa needs to consolidate all customer interactions in an omnichannel approach, reducing the burden on its contact centers and agents.

Lufthansa Chat

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About Lufthansa

Lufthansa Group operates worldwide and is the largest airline in Germany with over 105K employees.

Lufthansa is one of the founding members of the world's largest airline alliance known as Star Alliance.

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Use Case

  • 16+ AI Agents in Customer Service

    Available on FB messenger

    Live-Chat Integration

    Multilingual, Real-Time Translation

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Results

  • >16M conversations annually

    Up to 375K conversations daily

    Decreased AHT

    Improved customer experience

 

Loved by Customers

Hear what they have to say

5.0

Reviewer Function:

Research and Development

Company Size:

30B + USD

Industry:

Transportation

Excellent Choice for Complex Conversational AI at Scale

"The use of Cognigy AI has allowed us to build several bots, use cases and integrations at scale for different companies at once. It is in use for four different legal entities of our international corporation, with several new ones to follow. Major advantages that we saw over other vendors...

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5.0

Reviewer Function:

Software Development

Company Size:

<50M USD

Industry:

Healthcare and Biotech Industry

Feature-rich, and Stable Platform to Build a Sophisticated and Complex Product.

"Cognigy have provided exemplary support which is key to deploying sophisticated and complex solutions. What surprised me was that the platform is feature rich, but also robust - not a common combination in this space...

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5.0

Reviewer Function:

Product Management

Company Size:

1B - 3B USD

Industry:

Telecommunication

Best Conversational AI Platform!

"Fantastic experience! Very responsive team and delivering new innovation quickly. The NLU is the best in the market and is extremely easy to build bots/virtual agents."

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5.0

Reviewer Function:

Data and Analytics

Company Size:

30B + USD

Industry:

Retail

The Highly Interactive and Profitable Customer Interaction System

"Cognigy.AI; is a complete enterprise conversational platform that we use daily to automate our interaction with our customers. It's AI technology offers us Chatbots and virtual assistants that interact effectively and intelligently with clients and employees and reply to them in real-time. ...

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5.0

Reviewer Function:

Customer Service and Support

Company Size:

500M - 1B USD

Industry:

Energy and Utilities

Bring Your Conversational AI Strategy To The Next Level With Less Code

We are using Cognigy since a year and have around 20 chatbots and 3 voicebots on the platform with above 1 million conversations. The product is ease to use, offers alot of prebuild integrations and is therefore a great product for enterprise usage, especially in a multi brand environment. The support acts fast and feature requests are always welcome and treated fast."

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5.0

Reviewer Function:

Data and Analytics

Company Size:

1B - 3B USD

Industry:

Transportation

Most Flexible Conversation AI Platform

"The platform is a breeze to use. The set-up is done very quickly and it's all low code. Which gave us a lot more possibilities to speed up the process of creating flows and integrations with our back-end systems. They're very helpful in setting up the platform and helping to design the implementation plan."

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The GARTNER PEER INSIGHTS Logo and GARTNER PEER INSIGHTS are trademarks and service marks of Gartner, Inc. and/or its affiliates and are used herein with permission. Gartner Peer Insights content consists of the opinions of individual end-users based on their own experiences with the vendors listed on the platform, should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product, or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose. 

Frequently Asked Questions

What is an AI Agent?

An AI Agent are human-like virtual agents based on Conversational AI and Generative AI designed to automate customer service interactions across chat and voice channels. AI Agents deliver instant, personalized support in over 100 languages and integrate seamlessly with enterprise systems. They are equipped with industry-specific skills, emotional intelligence, and the ability to understand and use a company’s service knowledge and processes. Additionally, AI Agents work alongside human agents, providing real-time assistance, knowledge lookups, next best actions, sentiment analysis, and more.

What is AI in airline customer service?

AI in airline customer service refers to the application of artificial intelligence technologies  such as NLU, LLMs and Generative AI to enhance the way airlines interact with passengers, providing fast, efficient, and personalized support. AI-powered virtual agents can handle routine inquiries, such as flight schedules, baggage tracking, or seat upgrades, across multiple channels like chat, voice, or email.

AI enables 24/7 availability, ensuring customers receive immediate assistance regardless of time zones. It also supports multilingual communication, breaking down language barriers for a global passenger base. By analyzing customer data, AI can deliver personalized experiences, such as tailored travel recommendations, loyalty rewards, or proactive notifications during flight delays or cancellations.

In moments of disruption, AI streamlines processes like rebooking and updates, reducing passenger frustration and wait times. It complements human agents by automating repetitive tasks, freeing up staff to handle more complex or emotional interactions. Overall, AI in airline customer service boosts efficiency, enhances the traveler experience, and helps airlines build long-term customer satisfaction and loyalty.

How can AI be used in the airline industry?

AI can enhance efficiency and deliver seamless experiences for travelers. Virtual AI Agents can handle routine customer inquiries, such as flight status updates, baggage tracking, and check-in assistance, across multiple channels like chat, voice, and email. During disruptions, AI enables faster rebooking and proactive notifications, ensuring passengers are informed and supported in real time.

Multilingual capabilities allow AI to cater to a global audience, breaking down language barriers. Personalized interactions, powered by AI’s ability to analyze customer data, offer tailored recommendations for upgrades, travel packages, or loyalty program benefits. Additionally, AI can predict customer needs, such as offering alternate travel options during delays, ensuring proactive and empathetic service.

By automating repetitive tasks, AI reduces the workload for human agents, allowing them to focus on complex or high-value interactions. This combination of speed, personalization, and efficiency significantly enhances the overall passenger experience, building trust and loyalty in a highly competitive industry.

What are the use cases of using AI in airline customer service?

Key use cases include automated flight status updates, baggage tracking, managing rebookings during disruptions, answering FAQs, and offering multilingual support. AI can also assist with loyalty program management, personalized trip recommendations, and proactive notifications to improve the overall travel experience.

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