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Conversational IVR—Omni-channel customer engagement success stories

American Airlines reaches new heights in customer service

The U.S domestic airline industry's first natural language understanding IVR system delivers fast, personalized IVR self‑service and a superior caller experience while reducing operations costs.

Company profile

American Airlines Group Inc. is the holding company for American Airlines. During 2013 American Airlines completed a merger with the US Airways Group. The combined airline carries the American Airlines name and branding and received a single air operator’s certificate in April 2015.

American Airlines operates from its main hub at Dallas Fort Worth and its hubs in Charlotte, Los Angeles, New York‑JFK, Miami, Chicago‑O’Hare, Philadelphia, Phoenix, and Washington D.C. Thanks to the support of its hard‑working employees and loyal customers, American Airlines has grown to become the largest airline in the world.

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American Airlines uses Nuance Hosted IVR

The project development and launch was one of the best planned and executed I’ve seen. Our partnership with Nuance has allowed us to offer our callers an industry‑leading IVR and CTI platform designed to deliver cost savings for the airline while improving our customers’ experience.

Tim Lindemann
Vice President Reservations and Customer Planning
American Airlines

Challenge

  • Design and develop a completely new self‑service IVR system

Solution

Results

  • Improved customer experience
  • Increased call containment 5%
  • Millions of dollars in annual savings

Background

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