How Wizz Air Transformed its Customer Service in Just 8 Weeks
Learn how in under 2 months, Wizz Air turned its chatbot into a world-class customer service experience. Now handling over 250,000 queries a month and drastically reducing call centre volume, Wizz Air is blazing a trail toward 90% automation. The best part? They did it all fast and seamlessly, without missing a beat.
Company profile
Multiasistencia is the leading company in managing multi-risk claims for homes, businesses, and communities for insurance groups. Multiasistencia is an independent multinational group that provides outsourcing solutions (Business Process Outsourcing or “BPO”) for large corporate clients, mainly in the banking and insurance sectors.
Founded in the early 1980s, it specializes in the management and repair of claims of the home multi-risk portfolios of insurance groups. Multiasistencia is the leading independent operator in this activity in Spain, France, Portugal, and Brazil.
In 2018, Multiasistencia was bought by Allianz in an effort to reinforce its leadership position in the home and assistance markets, which also enabled Multiasistencia to improve its international development options.
To address these challenges, Wizz Air partnered with Hubtype. Rather than relying on the old chatbot infrastructure, Hubtype rebuilt Amelia from the ground up, ensuring a more robust, scalable solution that could automate complex use cases. The goal was not only to bring Amelia back online after a period of inactivity but also to significantly enhance her capabilities, all while deploying the new system in record time.
Challenges
High call centre volume
Wizz Air needed to reduce the overwhelming volume of calls and live chat requests by directing them to the new automated system, alleviating pressure on their call centres.
Limited automation capabilities
The existing system had difficulty managing a wide range of inquiries, especially complex tasks like providing real-time flight status updates, handling check-ins, and processing payments or refunds. This highlighted the urgent need for comprehensive automation.
Reactive customer support
Wizz Air’s chatbot needed to evolve from a reactive support tool to a proactive assistant, offering timely help by identifying customer needs and providing assistance even outside regular service hours.
Urgency for speedy implementation
Wizz Air required a fast, seamless deployment to minimise disruption and ensure a smooth transition to the upgraded system.
Fast-tracked implementation
Hubtype quickly got to work, transforming Amelia from a basic chatbot into a powerful, flexible virtual assistant that could handle more advanced customer interactions. Hubtype’s Flowbuilder and Smart Intents were key to making this transformation happen quickly and efficiently.
In less than 8 weeks, Hubtype fully relaunched and upgraded Amelia using Flowbuilder, a tool that allowed Wizz Air’s team to easily design and manage a wide range of interaction flows. Flowbuilder’s flexibility enabled the deployment of nearly 100 use cases, significantly improving Amelia’s ability to assist customers.
Key achievements during this phase included:
Deployment of complex use cases
Amelia was re-designed to handle a broad range of customer queries, including challenging cases like flight status, refund status, and live chat redirection.
Flowbuilder customisation
Wizz Air’s team highly valued the ease with which they could customise Amelia’s interaction flows using Flowbuilder. This feature enabled the airline to make quick adjustments, ensuring that customer interactions remained smooth and relevant.
Smart Intents—instant improvement
Wizz Air quickly saw the benefits of Hubtype’s Smart Intents technology, implementing an initial set of 70 intents in just a few days. This allowed Amelia to rapidly understand and resolve customer inquiries with greater accuracy and speed. As customer needs evolve, more intents continue to be added, ensuring Amelia stays responsive and efficient.
Immediate impact
The new and improved version of Amelia, now powered by Hubtype’s technology, began delivering results immediately:
High volume management
Amelia began handling and providing service to close to 250,000 unique users per month, greatly reducing the pressure on Wizz Air’s call centres.
70% automation
A significant portion of interactions were resolved automatically by Amelia, drastically reducing the need for live agent intervention, and improving response times and operational efficiency.
Continued expansion
Following the successful and rapid implementation of Phase 1, Wizz Air and Hubtype continued to build on this momentum:
New complex use cases
Additional use cases, including check-in status and payment status, were developed and went live 11 weeks after launch, further expanding Amelia’s capabilities.
Multi-language and multi-channel expansion
Amelia is preparring to support additional languages (Italian and German) and to be integrated into the Wizz Air mobile app and Facebook Messenger, further broadening her reach and effectiveness.
The results
The rapid implementation of Hubtype’s solution transformed Wizz Air’s customer service operations, positioning Amelia as a powerful virtual assistant capable of handling more complex customer needs:
Unprecedented speed
Hubtype completed the system upgrade in under 8 weeks, faster than expected. Wizz Air valued the swift turnaround, ensuring that Amelia was operating quickly with improved capabilities and minimal disruption.
Operational efficiency
With 70% of interactions automated, Amelia significantly reduced the load on Wizz Air’s call centres, leading to faster response times and higher customer satisfaction.
Scalable success
Amelia seamlessly handled hundreds of thousands of interactions each month. With continuous improvements to Smart Intents, Wizz Air is on track to achieve 90% automation in the near future.
Looking ahead
The next step for Wizz Air is to enable human agents to interact directly within the chat environment, allowing them to respond to customers without transferring them to the call centre. This project, combined with the goal of reaching 90% automation, will further streamline customer service and improve the overall customer experience.
Hubtype’s ability to rapidly implement a sophisticated, highly automated customer service solution, embodied by Amelia, was a game-changer for Wizz Air. The airline was able to improve customer satisfaction and operational efficiency in record time, demonstrating that with the right partner, transformative change can happen swiftly and effectively.
As Wizz Air continues to innovate its customer service strategy, Hubtype remains a trusted partner in driving automation and delivering top-tier service.
