RyanairRyanair’s rapid expansion sees it carrying around 80 million passengers each year from 51 different airport bases connecting 168 destinations. Logicalware’s customer support solution helps their call centre efficiently process their passengers enquires.
The challengeRyanair receive enquiries from their passengers in a variety of different languages, most of which are frequently asked questions and some of which are time sensitive.
An enquiry typically arrives as a result of a passenger completing a form on their website. These forms are engineered to capture any relevant information and send this to Ryanair in the form of an email with a specific subject line, dependant on what was filled out or selected. Ryanair’s own business logic dictates what information is put in the subject line.
The challenges for Ryanair became “how do we consistently and accurately handle these emails which are from passengers speaking various languages” and “how to we process these as quickly as possible
How the challenges were overcomeTo accurately and consistently respond to their passenger enquiries Ryanair have stored a vast library of standard company responses within their knowledge base. The responses are duplicated in a number of languages so a language appropriate response can be given.
Since the majority of their enquiries are from emails generated as a result of an online form being completed, Ryanair have then setup approximately 300 filters, designed to analyse the subject lines on the incoming emails. If a subject line matches a filter, the business logic setup on that filter then processes the email accordingly.
Some emails are assigned a category, responded to using a response from the knowledge base, and closed without the need for any human intervention. Others are assigned a category but are also assigned a priority and response target time and routed to specific queues to be dealt with by a member of staff. These are typically emails that required additional information specific to that passenger.
The outcomeThe use of the knowledge base and filters allows Ryanair the ability to respond to the majority of the enquiries it receives in various languages, automatically, 24 hours a day. Any enquires not processed automatically are however automatically assigned a target time and responded to using one of the standard responses ensuring speedy and consistent responses.
Since these enquiries are automatically categorised it also allows for specific reports to be generated in order to establish currently trending questions.