JetBlue joined forces with ASAPP in late 2019 to transform its customer support experience with AI. The mission was to elevate customer satisfaction, preserve the human element, and prioritize the well-being of JetBlue's crewmembers. The journey towards a remarkable customer experience transformation experienced significant progress within a span of less than two years.
The shift towards digital share was significant for a few reasons.
Cost savings were achieved by reducing the overall support time per customer.
Empowered crewmembers delivered enhanced support through more advanced digital tools.
Customer preferences for digital contact opportunities were met, leading to positive customer experiences.