AI Agents for Travel Professionals | NiCE Cognigy

AI Agents for Airline Customer Service

Enhance passenger experiences with AI Agents for Airlines, designed to deliver seamless service across any channel and language. NiCE Cognigy’s conversational AI solutions for airlines streamline customer interactions, from booking to boarding, ensuring first-class support every step of the way.

[SEE A DEMO](/content/cs/c/?cta_guid=68ab807f-430c-4698-91dd-d30c73cdb50f&signature=AAH58kGRP4VdmRS_eUWPqLDLREwYtPwW3A&portal_id=2761836&pageId=113899262813&placement_guid=2b0db1db-0059-4681-8525-a9164d442fcc&click=6a4f3df9-edb0-41a1-83bc-46ab434398f0&redirect_url=APefjpEvy8JUxQ7sslRPKkCdvjfvzYVOguwi9WTZGIkoeluyx9cb4dL-oFBQuzU4N_qrodfgnzWNa0iNej3U-RMv_jFFDBVxXhE3dOjXNN04aBIA3YB8bDiV1DdiMxcz26Pbn809pJsD&hsutk=&canon=https%3A%2F%2Fwww.cognigy.com%2Fsolutions%2Fairlines-travel&ts=1784306918724 "SEE A DEMO"/index.html)

Who's Flying with NiCE Cognigy?

Case Study: AI Agents for Lufthansa

16+

Customer facing AI Agents

16+ million

Conversations per year

375k+

AI Agent conversations daily during peaks

Meet Passenger Expectations in the AI Age

Airline passengers expect fast, intelligent, and personalized service whether on the ground or in the air.

NiCE Cognigy’s Agentic AI Agents, powered by Generative and Conversational AI, understand travel-specific needs and deliver seamless, empathetic support across all channels.

AI Agents with Pre-Built Passenger Solutions

Pre-trained AI Agents that work alongside and assist your human agents, can handle phone calls and chat in 100+ languages and come trained on common airline processes.

Rebookings & Changes

Check-in

Flight Status

Upgrades

Refunds

Proactive Notifications

Baggage Tracking

Airport Way Finder

Complaints & Problems

Loyalty Programs

Immediate Service on any Channel

Let passengers take charge of their journey and enjoy multimodal service across channels.

AI Agents can help customers on any channel, even making use of multiple channels during a single interaction. Whether it's a text message, image upload or micro web app, customers can help make full use of digital and voice channels for things like seat selection, flight changes and more, from any device or browser.

"With the AI Agent managing customer inquiries, we saw a rise in our NPS score and a reduction in our AHT compared to providing support through our phone channel. In fact, our average handling time is currently at its historical low, at least in the last five to six years."

Leonardo Declich

Director CX Transformation @Frontier Airlines

Contextual, Personal, Relevant

Leave behind impersonal, frustrating self-service experiences.

NiCE Cognigy’s AI Agents not only possess foundational service skills and emotional intelligence, but use your business knowledge swiftly to offer fast, effective, and empathetic support that can take into account previous interactions and preferences.

Lower Operational Costs

What will you do with an unlimited AI workforce? With AI Agents and Agent Copilot, you can drive sustainable long term cost reduction whether through partially or fully automating processes.

That means a lower AHT, increased containment rates while Agent Assist reduces your agent error rate, after-call work and training time.

First Class Service with AI Agents

Discover seamless AI-driven self-service and agent assist experiences using the power of AI Agents.

Lufthansa Group: Sky High Satisfaction with Cognigy.AI

Lufthansa uses Cognigy.AI to deliver fast, effective and 100% automated solutions to its passengers including rebooking flights, refunds, cancellations and more.

Lufthansa's customer service operations now enjoy the  resilience needed to handle extreme traffic spikes and deliver consistent customer support, even when receiving thousands of incoming interactions per minute!

In addition, a single cost-effective automation platform provided the scalability and flexibility that Lufthansa needs to consolidate all customer interactions in an omnichannel approach, reducing the burden on its contact centers and agents.

About Lufthansa

Lufthansa Group operates worldwide and is the largest airline in Germany with over 105K employees. Lufthansa is one of the founding members of the world's largest airline alliance known as Star Alliance.

Use Case

Results

Frequently Asked Questions

What is an AI Agent?

An AI Agent are human-like virtual agents based on Conversational AI and Generative AI designed to automate customer service interactions across chat and voice channels. AI Agents deliver instant, personalized support in over 100 languages and integrate seamlessly with enterprise systems. They are equipped with industry-specific skills, emotional intelligence, and the ability to understand and use a company’s service knowledge and processes. Additionally, AI Agents work alongside human agents, providing real-time assistance, knowledge lookups, next best actions, sentiment analysis, and more.

What is AI in airline customer service?

AI in airline customer service refers to the application of artificial intelligence technologies  such as NLU, LLMs and Generative AI to enhance the way airlines interact with passengers, providing fast, efficient, and personalized support. AI-powered virtual agents can handle routine inquiries, such as flight schedules, baggage tracking, or seat upgrades, across multiple channels like chat, voice, or email.

AI enables 24/7 availability, ensuring customers receive immediate assistance regardless of time zones. It also supports multilingual communication, breaking down language barriers for a global passenger base. By analyzing customer data, AI can deliver personalized experiences, such as tailored travel recommendations, loyalty rewards, or proactive notifications during flight delays or cancellations.

In moments of disruption, AI streamlines processes like rebooking and updates, reducing passenger frustration and wait times. It complements human agents by automating repetitive tasks, freeing up staff to handle more complex or emotional interactions. Overall, AI in airline customer service boosts efficiency, enhances the traveler experience, and helps airlines build long-term customer satisfaction and loyalty.

How can AI be used in the airline industry?

AI can enhance efficiency and deliver seamless experiences for travelers. Virtual AI Agents can handle routine customer inquiries, such as flight status updates, baggage tracking, and check-in assistance, across multiple channels like chat, voice, and email. During disruptions, AI enables faster rebooking and proactive notifications, ensuring passengers are informed and supported in real time.

Multilingual capabilities allow AI to cater to a global audience, breaking down language barriers. Personalized interactions, powered by AI’s ability to analyze customer data, offer tailored recommendations for upgrades, travel packages, or loyalty program benefits. Additionally, AI can predict customer needs, such as offering alternate travel options during delays, ensuring proactive and empathetic service.

By automating repetitive tasks, AI reduces the workload for human agents, allowing them to focus on complex or high-value interactions. This combination of speed, personalization, and efficiency significantly enhances the overall passenger experience, building trust and loyalty in a highly competitive industry.

What are the use cases of using AI in airline customer service?

Key use cases include automated flight status updates, baggage tracking, managing rebookings during disruptions, answering FAQs, and offering multilingual support. AI can also assist with loyalty program management, personalized trip recommendations, and proactive notifications to improve the overall travel experience.