Why Spirit Airlines built self-service that agents actually appreciate
Gain insight about applying AI to facilitate self-service
07/21/2025
Outsourced contact centers at Spirit Airlines could not help customers get answers fast enough when a slew of flight disruptions began happening. So they transformed their customer experience model to include self-service.
Watch this video to hear from Vanessa Hardy-Bowen, director of Guest Care & Contact Center at Spirit Airlines. She explained how Spirit used contact center feedback, pilot testing and vendor partnerships to offload repetitive work, simplify training and free up agents for more complex, empathy-driven interactions.
Key takeaways:
- How automation was rolled out with empathy, flexibility and feedback from agents.
- Why shifting low-effort tasks to self-service improved morale.
- What it really takes to evolve remote contact center agents.
