A century-old global airline partnered with [24]7.ai to modernize its customer support through advanced IVR technology. ​ Serving over 36.6 million voice interactions annually, the IVR system leverages smart caller identification, contextual routing, and natural language capabilities to enhance self-service for flight information, loyalty programs, baggage inquiries, and more. ​ With a 35% containment rate and 60% resolution rate, the solution effectively handles high call volumes while reducing reliance on human agents. ​ Looking ahead, the airline plans to adopt [24]7.ai’s conversational IVR for richer, AI-driven experiences, further improving automation and personalization in customer interactions at scale. ​ ​
The IVR now supports over 36.6 million call interactions annually, ensuring consistent, high-volume performance. Containment stands at 35%, reflecting strong self-service capabilities. Additionally, the system delivers a 60% resolution rate, reinforcing its effectiveness in handling high-frequency customer needs without human intervention.