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Back Industry: Transportation

Improving contact center efficiencies for a hard-hit airline

COVID-19 Challenge

Contact centers overwhelmed by cancelation requests

Due to the restricted travel caused by COVID-19, more and more people are canceling travel plans. Authorities are advising people to work remotely and keep to minimum social interactions and gatherings. A major airline has seen its business severely impacted, with a massive number of requests for cancelations hitting its contact centers. Requests need to be addressed as soon as possible, in an efficient and secure way, but the contact center staff is overwhelmed.

Solution

With reduced capacity at their contact center, the airline is using UiPath to allow agents to pull data faster by using attended automations, UiPath Forms, and back-office automations.