How Spirit Airlines scaled smart self-service with AI
When travel plans go wrong, the contact center feels it first
For Spirit Airlines, the spike in cancellations, changes, and refund requests brought an unexpected opportunity: use AI and data to rethink how guests solve their own problems faster.
Watch this video on demand to see Vanessa Hardy-Bowen, director of guest care & contact center at Spirit Airlines, explain how the airline giant built an AI strategy rooted in self-service. Learn how they turned low-hanging fruit like bag changes and flight credits into high-impact wins, using pilots to test different options while bringing execs, legal and cybersecurity along for the ride.
Discover how they built business cases with measurable ROI, and laid the groundwork for future innovation, which was a cost saver and improved customer satisfaction.
Key highlights:
- How to use proof-of-concept pilots to prove ROI and gain executive buy-in
- Discover self-service use cases that are ripest for AI
- How Spirit connected CX data, team insights and automation
