Overview

The mission statement of Alaska Airlines is, “Creating an airline people love.” The genuine care Alaska Airlines provides for its guests, employees, and one another sets it apart from others in the travel industry. Infusing care is the focus for every step of the guest’s journey. As the fifth-largest carrier in North America by passenger volume, Alaska Airlines employs 23,000 and has 1,500 customer service agents, primarily working remotely. Agents handle 20,000–30,000 calls per day. 

Supernova Award Category

Future of Work: Employee Experience

The Problem

In 2003, Alaska Airlines grappled with an outdated, expensive on-premises contact center system that lacked automation, struggled with manual call routing, and failed to efficiently manage call spikes. Moreover, its limited omnichannel capabilities hindered seamless guest interactions, posing significant challenges to delivering the caring customer experience the airline aimed to provide. 

Challenges

• Expensive, difficult-to-configure, on-premises contact center  
• Manual call routing  
• Inability to efficiently route calls during spikes  
• Poor omnichannel abilities 

The Solution

Recognizing the limitations of their on-premises contact center, Alaska Airlines conducted a thorough assessment of their challenges, including high costs, manual call routing, and poor omnichannel capabilities. They sought a solution that would empower their agents, enhance guest experiences, and align with their mission of providing exceptional care. Five9's cloud-based platform emerged as the ideal choice, offering automated call routing, AI-powered features like Agent Assist to support diverse agent needs, and robust omnichannel capabilities, ultimately enabling Alaska Airlines to modernize their contact center operations while prioritizing both technology and people empowerment. 

The results

Before adopting Five9's cloud-based contact center solution, Alaska Airlines grappled with manual call routing, limited omnichannel capabilities, and inefficient handling of call spikes. This hindered its ability to provide a caring customer experience. After implementing Five9's solution, Alaska Airlines automated call routing, utilized AI-powered features like Agent Assist for agent support, and significantly improved omnichannel capabilities. This streamlined operations, enhanced guest experiences, and resulted in substantial cost savings. This project showcases how specific products like Five9 Agent Assist and Five9 omnichannel routing can revolutionize traditional contact center operations.

Metrics

Before the implementation of Five9's cloud-based contact center solution, Alaska Airlines faced manual call routing, resulting in longer wait times and decreased efficiency. With the transition, Alaska Airlines experienced a remarkable reduction in average call handling time from 7 minutes to 4 minutes, boosting agent productivity by 30%. Moreover, the introduction of omnichannel capabilities saw a 40% increase in customer satisfaction scores, reflecting the seamless guest experience facilitated by the new platform. Additionally, the shift to automated call routing significantly reduced call abandonment rates by 25%, indicating improved accessibility and responsiveness for guests. Overall, the transition resulted in substantial cost savings, with a 20% reduction in operational costs attributed to streamlined operations and enhanced efficiency. 

The Technology

Alaska Airlines leveraged Five9's Intelligent CX Platform, incorporating products such as Agent Assist, Supervisor Plus, Performance Dashboard, and Digital Engagement. This suite of cloud-based solutions facilitated automated call routing, AI-powered agent support, real-time performance monitoring, and seamless omnichannel engagement, transforming the airline's contact center operations and guest experiences. 

Disruptive Factor

Alaska Airlines embraced the future of work, prioritizing employee experience by adopting Five9's cloud-based contact center solution, with a focus on leveraging Agent Assist. The impact was profound, with Agent Assist boosting agent productivity by 30% and enabling personalized service. This commitment to employee well-being challenges the status quo, setting a new standard for the future of work. By infusing care into guest interactions, facilitated by innovative technology, Alaska Airlines leads in employee-centric practices, shaping the industry's future. 

Shining Moment

Alaska Airlines' shining moment is their seamless integration of Five9's solution, notably Agent Assist. This boosted agent productivity by 30% and exemplified their commitment to exceptional guest experiences. Referring to customers as "guests" underscores their hospitality ethos, shaping the future of airline service.