A Canadian Airline Improves IVR Self-Service on Amazon Connect
A redesigned IVR call tree and a new self-service bot help the airline handle more routine travel questions without an agent.
The Challenge
The airline already ran Amazon Connect, but its call flows had grown complex and many routine travel questions still reached agents.
The IVR had grown hard to manage.
Simple travel questions still took agent time.
Call volumes and wait times rose during disruptions.
Our Approach
Serve7 reworked the existing Amazon Connect environment rather than replacing it.
Review
- Existing call flows
- Routine request analysis
-
Scope approved
Redesign
- Simpler IVR call tree
- Self-service bot design
-
Design approved
Deploy
- Testing
- Bot on Amazon Lex
-
Production, 2023
Support
- Monitoring
- Bot improvements
-
Ongoing support
The Solution
Serve7 redesigned the airline's IVR call tree and added a self-service bot for common travel requests.
- 1 Simpler call tree A redesigned IVR that is easier to manage.
- 2 Self-service bot Amazon Lex handles common travel requests.
- 3 Same platform Built on the airline's existing Amazon Connect environment.
Results
The airline's IVR is simpler to manage, and more routine questions are handled through self-service.
More routine travel questions are answered by self-service, which keeps agents available for the calls that need them.
About the Customer
The customer is a Canadian airline serving domestic and transborder routes.
AWS services used
- Amazon Connect
- Amazon Lex
- AWS Lambda
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