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Frontier Airlines Discusses Its Decision to Ditch Telephone Customer Service

CX Today

English - June 27, 2023 09:00 - 3 minutes - 2.31 MB - ★★★★★ - 1 rating
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CX Today's Rob Scott hosts Leonardo Declich, Director, CX Digital Transformation at Frontier Airlines. 

We reflect on why Frontier chose to get rid of its contact center voice channel, discussing:

Why did Frontier make the decision? How it used conversational AI to plug the gapThe outcomes so farLessons for brands considering a similar move

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