MexicoTravel and aviation2025 – ongoing

Volaris

Verint AI bots for digital customer service

Volaris cut cost per customer interaction 70% with Verint bots, Verint says

WorkingVendor case studyVendor ↗

Problem

Volaris had moved most customer service to digital channels. Human agents had to handle every conversation, including routine ones such as check-in.

Approach

Volaris deployed Verint bots on messaging platforms and social media. The bots answer questions, complete tasks such as check-in, and help customers build itineraries, find promotions and buy extras. Human agents take the remaining conversations, handling four to five at once.

Results

85%share of digital interactions handled immediately by bots, per VerintVendor case study[1]

70%reduction in cost per interaction, per VerintVendor case study[1]

3xcalls handled with the same number of agents, per VerintVendor case study[1]

30%rise in customer satisfaction across 5 million yearly interactions, per VerintVendor case study[1]

Takeaway

Bots that also sold extras turned part of the service desk into a source of revenue.

Sources

Volaris Achieves 70% Reduction in Cost Per Interaction and Handles 3x Call Volume in Contact Centers with Verint Bots
Verint22 Jul 2025Vendor publication

Source summaries

[1]Verint22 Jul 2025

Verint's press release describes bots that answer questions, complete tasks and sell extras for Volaris on digital channels. It reports 85% of digital interactions handled by bots, a 70% lower cost per interaction, three times the calls with the same agents and a 30% rise in satisfaction. It gives no rollout date.

Full details are in the original sources.

Added 2 Nov 2026 · Updated 2 Nov 2026