A major airline was struggling to stay on top of customer complaints and keep error rate low. Customers were using multiple channels like emails and forms, making complaint management and response difficult. Additionally, claim processing for delays and lost baggage was manual and time-consuming, which led to slow, error-prone resolutions. With high daily complaint volumes, a streamlined approach was essential.

Orion worked with the airline to create a comprehensive solution for streamlining customer complaint management. The solution leveraged AI-driven automation, featuring:

• AI-Powered Classification Engine: An AI system to categorize customer grievances based on predefined categories (e.g., flight delays, baggage issues).
• Automated Validation Process: An automated process to validate claims against historical data and current policies, ensuring accuracy in responses.
• Response Generation Framework: A system that generates personalized email responses based on the classification and validation outcomes.
• Intuitive Interface: Seamless experiences for customers and staff.
• Context-Rich Responses: Secure integration with the airline’s knowledge base for relevant responses.

The enhanced claim accuracy resulted in improved classification, leading to better handling of customer grievances and reducing errors in claim processing. Additionally, 60% of routine inquiries are now handled autonomously, significantly decreasing the time required to respond to complaints, which in turn boosted customer satisfaction. The system also provided valuable data-driven insights, highlighting common grievances and enabling proactive improvements in service delivery.