PhilippinesTravel and aviation2026 – ongoingPhilippine Airlines
Multilingual hotline voice agent
Philippine Airlines raised AI booking-retrieval success from 30% to 75% after simplifying verification
Problem
Callers switched between English and Tagalog during conversations. The airline wanted its hotline to handle these requests without forcing customers through a conventional phone menu.
Approach
Philippine Airlines and ibex launched a Sierra voice agent in April 2026. It connected to booking and flight-status APIs and transferred requests outside its scope to staff with a conversation summary. Production-call reviews exposed a verification step that caused callers to abandon booking retrieval.
Results
Takeaway
Changing the verification flow improved retrieval after launch. The reported gain included a service-process change alongside the AI deployment.
Categories
- Industry
- Travel and aviation
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- AI agentsConversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Sierra described the hotline launch with ibex and the airline's subsequent changes to call flows. It reported booking-retrieval success rising from 30% to 75%.
Full details are in the original sources.
