Air Canada has expanded its collaboration with RozieAI, implementing the company’s Intelligent Experience Orchestrator to enhance the airline’s mobile app. Building on previous initiatives aimed at modernizing its contact center, Air Canada has now focused on improving the overall travel experience by offering passengers personalized, real-time information. The partnership leverages RozieAI’s expertise in contextual solutions to simplify and customize the flow of travel-related information.
As a result of the collaboration, Air Canada has launched an advanced feature within its mobile app that provides proactive engagement for passengers. This feature delivers detailed, personalized updates throughout the travel day, helping travelers stay informed and reducing the need for customer support. Since its implementation, the airline has seen improvements in customer satisfaction, including an increase in its Net Promoter Score (NPS). Customer feedback has highlighted the app’s ease of use and ability to alleviate travel-related stress.
Tyler Katz, Director of Digital, Day of Travel, and CIAM at Air Canada, emphasized that the company aims to simplify the overwhelming amount of information passengers encounter by tailoring it to individual itineraries. Katz noted that the partnership with RozieAI enabled Air Canada to deliver concise, relevant information, further improving the travel experience.
RozieAI’s Chief Solutions Officer, Vijay Dheap, stated that Air Canada’s commitment to enhancing customer experiences aligns with RozieAI’s mission to provide seamless, personalized services through AI. He highlighted the scalability and efficiency of RozieAI’s Intelligent Experience Orchestrator, which can handle over 20 million travel requests per day while also reducing the need for customer service calls.
The collaboration underscores Air Canada’s ongoing efforts to integrate advanced AI solutions across its customer touchpoints, from the mobile app to the contact center, ultimately aiming to streamline operations and elevate the overall passenger experience.
Photo: Air Canada
