A large airline faces massive call center overload during irregular operations (IROPS) — flight cancellations, delays, rebooking chaos. I explore this scenario as an Agentic Product Analyst designing an end-to-end AI agent solution.
Deploy a Netomi Agentic AI solution that autonomously handles 70%+ of IROPS-related customer contacts — including flight status queries, rebooking requests, compensation claims, and proactive outreach — while maintaining CSAT above 4.2/5.0 and reducing contact center cost per contact by 55%.
SkyWave Airlines operates over 1,200 daily flights serving 85 destinations across North America and Europe. During Irregular Operations (IROPS) events — which include weather disruptions, mechanical delays, crew shortages, and air traffic control holds — the airline's contact center experiences a 400–600% surge in inbound customer contacts within 60–90 minutes. The current model relies almost entirely on human agents, resulting in extended hold times averaging 47 minutes, customer defection to self-help channels, and significant compensation costs driven by unmanaged expectations.
Open Executive Presentation (PDF)