How Finnair managed a 900% increase in requests with chat automation

Faced with skyrocketing volumes of support queries, Finnair built on established automation processes to manage this spike — maintaining premium customer support without missing a beat.

Finnair-hero
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churn
24/7 automated chat support
productivity
900% increase in volumes handled
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46% faster first response times
insights
Powerful backend integrations

How Finnair managed 900% higher volumes

Finnair at a glance

TheCustomer-Finnair

The customer

Finnair is Finland's largest airline, known for its sky-high standards when it comes to customer support.

TheMarket-Finnair

The market

As an international airline, Finnair flies 12 million passengers to 125 destinations around the globe every year.

TheSupportTeam-Finnair

The support team

250 customer service agents provide support in multiple languages, including Finnish, Swedish, and English.

TheChannels-Finnair

The channels

Finnair supports customers via their app, web form, chat, phone, and on social channels

TheSituation-Finnair

The situation

A need to improve efficiency while elevating the high-class experience Finnair delivers to customers.

TheSolution-Finnair

The solution

AI-powered chat support and a deeply integrated automation solution.

Getting started with Ultimate

Finnair chose Ultimate because of our strong technical foundations and unparalleled ability to handle complex languages. The transparency, experience, and agility of the team were also deciding factors.

Their solution was live in 3 weeks, with an AI model trained on Finnair’s 1.5 million lines of unstructured historical chat conversation. With ongoing training, testing, and iterations, the solution continued to grow in accuracy.

Learn about our industry-leading AI
Satu_CleanBackground
“An eye-opening experience on what’s possible with AI. We now give +30% faster responses across all cases, with increased per agent output and job satisfaction.”

Satu Karaksela
Service Manager (Digital Customer Service), Finnair

CRM Integration Salesforce-Finnair
Automation rate across all languages 35%
Automation rate during peak pandemic 50%
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AI use case spotlight: managing support request spikes

  • Finnair had just implemented chat automation when the pandemic hit and request volumes skyrocketed by up to 900%.

  • Their CS team added pandemic-specific messaging to the AI bot’s welcome message and built dedicated support paths to manage cancellations and refunds.

  • Finnair reached a 50% automation rate at the height of the pandemic and has built a robust contact center that is fully prepared to weather any future storms.
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The success story

Multilingual-Finnair

Multilingual support

For a global brand, multilingual AI is a must. Building on the success of their Finnish bot, they launched additional languages including Swedish and English.

Scalable-Finnair

Scalable solution

With a robust automation strategy in place, Finnair is set to manage any contact volume spikes without letting service quality drop.

Powerful-Finnair

Powerfully integrated

During our collaboration, Ultimate supported a seamless transition to Salesforce. And backend connectivity means Finnair sees even more value with AI.

Dialogue-Finnair

Advanced dialogue builder

When Covid-19 hit, Finnair could easily update their existing dialogue flows to add pandemic-specific messaging and dedicated flows to resolve cancellations.

What's next on their automation journey?

When it comes to improving their customer experience through automation, Finnair is in it for the long haul. The next leg on Finnair and Ultimate’s journey will include building an AI-powered virtual agent for the Finnair App and Facebook while working on more backend integrations to increase automation rates even further.

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