Virgin Atlantic overhauls customer service with Genesys tech
Virgin Atlantic replaced its decades-old phone-based help system after COVID left it overwhelmed with calls and unresolved requests. The airline shifted routine documentation tasks to WhatsApp, kept sensitive issues for live agents, and merged all support channels onto Genesys software. In 2024, it added an AI tool that helps agents answer customer queries faster. Virgin Atlantic says web chat volume jumped 220%, with faster handling times and improved customer satisfaction.
- Contact centers ran on a 28-year-old phone system until now
- Tasks like missing points now handled over WhatsApp
- Emotional issues kept for real people, not bots
- All channels now on one Genesys platform
- AI tool suggests answers to live agents in real time
Sources covering this
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