A major business group, in charge of handling complaints for one of Spain’s leading airlines, was facing slow, manual, multilingual processes that required several days of review and response. The urgent need: to drastically reduce response times and improve operational efficiency without compromising service quality and personalization of responses.
We designed and implemented a Virtual Assistant based on Generative Artificial Intelligence, which acts as an automatic and multilingual response engine:
- It uses a Large Language Model (LLM) to interpret the content of the claim.
- Validates if the claim is valid and calculates the corresponding reimbursement.
- Generates customized response templates, using internal airline policies, case histories and previous models.
- Automatically translates between the five languages handled by the platform.
- It integrates directly into Microsoft Teams, where the person only needs to enter the claim received.
The system also incorporates autonomous agents that enrich the analysis and ensure accurate, contextual and consistent responses to client regulations.
We implemented a multilingual virtual assistant that automates the analysis and response to claims, drastically reducing time and improving efficiency without losing personalization.
- Instant multilingual support thanks to integrated machine translation.
- Complete automation of the process, from reading to response generation.
- Drastic reduction of service times, improving competitiveness and profitability.
- Direct integration in internal tools (Teams) of the corporate group.
- Scalable and replicable solution for other clients of the group with similar characteristics.
