Case Study

American Airlines reaches new heights in customer service


To find out how the US domestic airline industry’s first natural language understanding IVR system is delivering fast, personalized IVR self-service and a superior caller experience while reducing operational costs, download our interactive case study now.

“The more we know about our customers and the reason for their calls, the more efficiently we can provide the assistance they need and allow them to get on with their day. We have worked closely with Nuance to develop a service experience that provides an intelligent understanding of our customers and their travel needs. By integrating those insights with cutting-edge speech recognition technology, we are providing our customers with the convenient, quality care they have come to expect from us.”

Kerry Philipovitch
Senior Vice President of Customer Experience
American Airlines

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