CUSTOMER SPOTLIGHT
Leading Airline Transforms Customer Experience and Drives $20M+ in Combined Impact with Agentic AI from Aible
From Anecdote to Analytics: $20M+ in Combined Revenue and Cost Savings
Company Profile

Leading Airline

Industry

Transportation

Function

Customer Experience

Region

Global

Executive Summary

Leading Airline, a Fortune 500 carrier, faced a persistent challenge in improving customer experience while minimizing operational costs, especially by reducing the time customers spent interacting with call center and at-airport agents. Many transactions, such as flight changes, refunds, or special service requests, required human assistance due to friction in digital workflows. Compounding the issue, decisions on where to focus improvements were often based on anecdotes or executive opinions rather than objective, data-driven insight. Without a consistent prioritization framework, Leading Airline struggled to align teams or scale operational savings.

To address this, Leading Airline partnered with Aible, an agentic AI platform, to uncover the true drivers of customer friction and agent dependency. Aible’s AI agents analyzed vast volumes of transactional and behavioral data and surfaced insights that traditional BI tools and human intuition had missed. The result was a shift from reactive, anecdote-driven decision-making to proactive, insight-led execution. With Aible, Leading Airline reduced the time call center and at-airport agents spent with customers, unlocking more than $20 million in combined revenue and cost savings to date — with early wins realized within weeks of rollout — and establishing a scalable framework for prioritization across teams.

Challenge
Despite having access to operational and transactional data, Leading Airline struggled with identifying where to focus its efforts. Business decisions were reactive, siloed, and often based on limited feedback. Key issues included:
  • High Agent Interaction Costs: A significant volume of customer requests—such as ticket changes, refunds, and service modifications—still required assistance from call center or airport agents. These interactions were time-consuming, costly, and often avoidable through improved digital self-service.

  • Anecdote-Driven Decisions: Projects were often initiated based on stories from executives, customer complaints, or individual agent experiences. While emotionally compelling, these anecdotes lacked scale validation and led to inconsistent prioritization across the organization.

  • Lack of a Prioritization Framework: Leading Airline had no structured, quantitative approach to comparing project opportunities. Even when potential cost savings or commercial benefits were estimated, there was no mechanism to weigh trade-offs or align on what should be tackled first.

  • Misaligned Stakeholders: Teams across digital operations, development, and commercial strategy each pursued their own roadmaps. Without shared, data-backed insights, collaboration was limited and execution became fragmented.
    • Solution
    Leading Airline implemented Aible’s agentic AI platform to bring structure, visibility, and automation to its decision-making process. Aible’s agents helped the team identify top friction points and align stakeholders on where to focus their efforts. Specific capabilities included:
  • Aible Explore analyzed large volumes of booking and transaction data to uncover root causes behind contact center calls, failed self-service flows, and other pain points.

  • Aible’s Less Change Analysis pinpointed inconsistencies between expected and actual user behavior across different workflows, revealing overlooked issues.

  • Opportunity ranking reports provided clear, data-backed prioritization of issues—helping stakeholders focus on initiatives with the greatest business impact.

  • Non-technical presentation: Insights were presented in a format that was easily consumable by non-technical stakeholders, enabling product managers, developers, and commercial leads to act quickly.

    • “Aible finally brought everyone to the table to agree: this is the number one problem.”

    — Digital Retail Operations Lead, Leading Airline

    Impact
    By shifting from anecdote to analytics, Leading Airline achieved measurable results across multiple customer-facing workflows. To date, Aible’s agentic AI has unlocked more than $20 million in combined revenue and cost savings, with several early wins realized within just weeks of launch. More importantly, the platform helped reduce agent load across key workflows and identify priorities that human judgment alone had missed. Key outcomes included:
  • Agentic Insight #1 – Restrictive-Fare Rebooking Friction: Aible identified that customers on the airline’s most restrictive, lowest-cost fare tier were the top driver of contact center call volume. Leading Airline redesigned the rebooking experience to let customers browse flight options before being prompted to upgrade, resulting in over $12 million in incremental annualized revenue and roughly $200,000 in contact center cost savings—while improving transparency and reducing agent time.

  • Agentic Insight #2 – Ancillary Refund Optimization: Aible surfaced patterns in manual refund requests for add-on purchases like baggage fees and seat upgrades—including cases where a customer paid for the same service twice without realizing it. This enabled Leading Airline to introduce proactive self-service refund flows, reducing agent workload and improving the customer experience while balancing commercial concerns about making refunds too easy.

  • Agentic Insight #3 – Special Service Request (SSR) Reprioritization: Internal focus had been on enabling self-service for pet travel, but Aible revealed that wheelchair assistance was actually the top driver of agent interaction, prompting a shift toward underserved accessibility needs. A related analysis of infant travel SSRs uncovered a savings opportunity in the mid six figures, since most itineraries with lap infants had no self-service option available after booking.

  • Agentic Insight #4 – Travel Credit Redemption: Aible uncovered that redeeming travel credits—not a typical booking step—was actually the leading driver of contact-center calls during the initial shopping experience. This unexpected finding drove policy and workflow discussions and identified a seven-figure cost savings opportunity by reducing agent dependence and streamlining the customer experience.
    • What's Next
    Encouraged by its success in digital operations, Leading Airline is expanding Aible’s use across additional functions and deepening its analytics maturity. Aible has become a strategic enabler, equipping teams to identify what matters most and act on it with confidence. Next steps include:
  • Continuously re-running the analysis as customer behavior, seasonality, outages, and app or website updates shift what matters most, so priorities stay current rather than static.

  • Extending the same insight-to-action approach to other functions, including loyalty programs, gate operations, and revenue management.

  • Strengthening the underlying data pipelines before layering on generative AI copilots: Leading Airline sees a future for conversational, self-serve analytics built on top of its agentic AI foundation, but views clean, well-structured data as the prerequisite to get there.
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