Botminds
VoC for Airlines
Agentic Voice of Passenger intelligence for airlines: capture every signal across the journey and act on delays, disruptions, and service failures at scale.
- 1
Listen
Capture all passenger signals across channels and journey stages — check-in, app, call center, airport, in-flight, baggage.
- 2
Understand
Contextual AI reasoning combines each signal with flight, passenger, and policy data.
- 3
Decide
Issues are prioritized by severity, passenger impact, and business rules.
- 4
Act
Auto-resolution, routing to the right team, and proactive passenger notifications.
- 5
Learn
Every resolved case feeds back to improve future passenger trips.
Airlines run passenger experience across 50+ touchpoints — booking, airport, in-flight, baggage — on systems that do not talk to each other. One in five flights is delayed, and that is when missed connections and baggage issues spike, complaint triage stretches to hours of manual work, and 20–30% of complaints involve refunds, delays, or compensation under regulatory scrutiny. Meanwhile, less than 5% of feedback ever gets analyzed, because most of it sits unstructured in surveys, chats, and calls.
What airlines need is faster action
Legacy programs get 5–10% survey completion, hear from passengers only after the flight, and resolve complaints through slow manual cycles. Generic AI tools tag sentiment but know nothing about the flight, the route, or the disruption — so service teams still resolve everything by hand. VoPax, the Botminds Voice of Passenger edition, closes that gap: 100% feedback capture across the whole trip, real-time reasoning with operational context, and automated triage, routing, and service recovery.
What the agents actually do
Signals stream in from check-in kiosks, the app, web, call centers, airport desks, cabin logs, baggage service systems, WhatsApp and SMS, social media, and surveys. Agents read intent, emotion, urgency, and disruption context — delays, cancellations, missed connections, service failures — and auto-group issues by route, flight, aircraft type, crew base, and service theme. Operations, ground staff, CX, loyalty, and hub control each get their own clear fixes, delivered daily or in real time, with auto-routing, escalations, SLA tracking, and proactive recovery built in. Repeated complaint types — refunds, delay compensation, baggage — get consistent, traceable, compliance-ready handling.
The result: disruptions are identified and triaged as they happen rather than hours later, refund and compensation cases get consistent, compliance-ready handling, and switching risk drops — one in three passengers changes airline after poor disruption handling, and VoPax detects and resolves those cases early, backed by personalized recovery offers and proactive outreach.