Corporate Blog

Practical applications of natural language processing for inbound email handling at airline contact centres

Practical applications of natural language processing for inbound email handling at airline contact centres
Airline contact centers are in a pinch. Despite the growth of messaging platforms, chatbots, and dedicated portals, email traffic continues to grow. About 306 billion emails were exchanged every day in 2020, and the volume is expected to climb 4% annually over the next four years. Experienced agents are already struggling to respond to today´s email volumes in a timely manner. And for every email that gets responded, the chain only grows with follow-up queries, pushing agents into a vicious circle. Eventually, fulfilling service level agreements is at risk, while customer satisfaction plummets...
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