Case Study:
QANTAS

“Probably the best automated system that I have ever had the pleasure to use. Congratulations.”
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Industry:
Aviation & Logistics
Products & Services:
Automated Virtual Agent
Location:
Australia

Overview.

Snapshot

Our Automated Virtual Agent (AVA) is a cloud-native, serverless conversational AI solution developed by Kinetic IT within Amazon Web Services. AVA converses with staff using voice or text via telephone, verifies their identity, and fulfils simple requests.

Problem

The COVID-19 crisis resulted in heavy travel restrictions, with Qantas facing a precipitous reduction in operations for an unknown period. Key areas to be addressed included a reduction in service hours from 24/7 to standard business hours, sustainment of critical IT and communication systems, as well as achieving overall cost reductions.

Solution

AVA enables large organisations to maintain and increase productivity using conversational AI to complete simple IT Service Desk requests, resulting in self-service experiences which empower the end-user and reduce costs.

Outcome

Following AVA’s implementation, the Qantas Service Centre doubled its call handling capacity, with human agents free to spend more time on what they do best – supporting customers on complex and valuable calls.

Customer Background.

Entering its centenary year in 2020, Qantas has undoubtedly faced many challenges in its 100-year history as Australia’s largest and oldest airline.

Yet the advent of the COVID-19 pandemic brought a new level of disruption and chaos across the globe, impacting major industries, none more so than domestic and international travel.

“When I got off the phone to AVA, I told my colleagues it was the best IT experience I have had in the 10 years I have worked here."
Head of External Communications
Qantas

The Challenges.

  • Context

    The COVID-19 crisis resulted in heavy travel restrictions, with Qantas facing a precipitous reduction in operations for an unknown period.
  • Experience

    Kinetic IT identified these high volume, low value demands as an effective and viable improvement opportunity and proposed an Automated Virtual Agent service solution that would deliver immediate service and cost efficiency benefits for Qantas.
  • Complexity

    Working together, both Qantas and Kinetic IT recognised the need to be adaptive, lean and unified in an approach to its new-world managed ICT service delivery engagement, while remaining sensitive to the unique situation faced by both organisation’s employees.
  • Collaboration

    As Qantas’ strategic delivery partner for over five years, Kinetic IT needed to ensure Qantas remained confident and supported in their response to the challenge.

The Solution.

HIGH CALL VOLUMES – MORE THAN 9000 A MONTH – ACCOUNTED FOR SIMPLE STAFF REQUESTS SUCH AS RESETTING PASSWORDS AND UNLOCKING ACCOUNTS.

Kinetic IT identified these high volume, low value demands as an effective and viable improvement opportunity and proposed a Virtual Agent service solution that would deliver immediate service and cost efficiency benefits for Qantas. ‘AVA’ joined the Qantas Service Centre Team as an Automated Virtual Agent, taking over identity verification and fulfilling simple requests such as password resets.  This allowed human service centre agents to perform more complex and high value services such as escalations, process activities and incident management.

AVA is a cloud-native, serverless solution developed using Amazon Web Services and secure integrations with Qantas’ on-premises systems and ServiceNow®.  When AVA went live, the caller would first speak to a human agent who would brief them on the change in service before transferring to AVA to complete their interaction.  Upon completion, the caller was returned to the human agent to discuss their experience.

This soft launch approach enabled Qantas employees to be slowly introduced to AVA and allowed the solution team to monitor and tune the Natural Language capability to best suit the Qantas environment.  Caller feedback was actively sought during the soft launch as it allowed Qantas employees to be part of the process, improving acceptance of AVA’s future position in the Service Centre team.

Following this period of active training, AVA was promoted to the Service Centre as a virtual agent, allowing employees to engage with her directly at any time of the day and receive the same service they would from a human agent.

View the full Case Study here.

“Great outcome, delivering a great customer experience. Thanks for all the work, team."
Chief Technology Officer
Qantas

The Solution.

HIGH CALL VOLUMES – MORE THAN 9000 A MONTH – ACCOUNTED FOR SIMPLE STAFF REQUESTS SUCH AS RESETTING PASSWORDS AND UNLOCKING ACCOUNTS.

Kinetic IT identified these high volume, low value demands as an effective and viable improvement opportunity and proposed a Virtual Agent service solution that would deliver immediate service and cost efficiency benefits for Qantas. ‘AVA’ joined the Qantas Service Centre Team as an Automated Virtual Agent, taking over identity verification and fulfilling simple requests such as password resets.  This allowed human service centre agents to perform more complex and high value services such as escalations, process activities and incident management.

AVA is a cloud-native, serverless solution developed using Amazon Web Services and secure integrations with Qantas’ on-premises systems and ServiceNow®.  When AVA went live, the caller would first speak to a human agent who would brief them on the change in service before transferring to AVA to complete their interaction.  Upon completion, the caller was returned to the human agent to discuss their experience.

This soft launch approach enabled Qantas employees to be slowly introduced to AVA and allowed the solution team to monitor and tune the Natural Language capability to best suit the Qantas environment.  Caller feedback was actively sought during the soft launch as it allowed Qantas employees to be part of the process, improving acceptance of AVA’s future position in the Service Centre team.

Following this period of active training, AVA was promoted to the Service Centre as a virtual agent, allowing employees to engage with her directly at any time of the day and receive the same service they would from a human agent.

View the full Case Study here.

“Great outcome, delivering a great customer experience. Thanks for all the work, team."
Chief Technology Officer
Qantas

The Outcome.

AVA has remained a key enabler for Qantas employees during the COVID-19 pandemic.  Following AVA’s implementation, the Qantas Service Centre doubled its call handling capacity, with human agents free to spend more time on what they do best – supporting customers on complex and valuable calls.

A primary driver of AVA was to return time to Qantas employees so they could focus on providing a premium service to their customers.  Prior to AVA’s go-live, Service Centre call wait times averaged 1 – 2 minutes.  With AVA, there is no wait time for simple requests such as password rests and account unlocks. Users can get their password immediately after answering their security questions and swiftly get back to work.  With password reset volumes averaging 8,000 each month, this single use-case eliminated more than 200 hours a month in wait time.

AVA’s arrival has been strongly welcomed by Qantas employees, with the majority of feedback indicating service quality is the same or better than before she joined the Service Centre.

  • Cost Efficient

    Reduction in costs, with the automation agent costing less than a human agent.
  • 24/7 Support

    With AVA, there is no wait time for simple requests such as password resets and account unlocks.
  • Quality Service

    +85% Service Experience score; the majority of feedback indicating service quality is the same or better than before AVA joined the Service Centre.
0 +
hours saved per month for Qantas staff through the elimination of wait times
0 %
conversational success rate when the caller provides the correct proof of identity
+ 0 %
of monthly call volumes during reduced services being handled by AVA
+ 0 %
Service Experience score. Feedback for AVA has been favourable

The Technology.

AVA
Automated Virtual Agent

Our Automated Virtual Agent – AVA – is a cloud-native, serverless conversational AI solution developed by Kinetic IT within Amazon Web Services. AVA converses with staff using voice or text via telephone, verifies their identity and fulfils simple requests.

As a premier ServiceNow® partner and leading IT managed services provider in the Australasian market, Kinetic IT can tailor AVA to suit your business needs and seamlessly integrate the solution into your existing IT platforms.

“This is the best way moving forward. AVA is efficient. It’s better than calling and waiting in the queue to be answered. Thank you AVA."
First Class Flight Attendant
Qantas
  • Automates resolution of simple IT service desk requests
  • Streamlines end-user experience
  • Maintain your organisation’s security and service quality levels
  • Enables teams to focus on more complex and valuable calls

Are you ready to discover AVA?

Supplementary Information.

Aligned Capabilities
  • Access Request including some Active Directory (AD) access
  • Service requests
  • CMDB establishment and maintenance
  • ITIL process management
  • Service Centre Toolset provision
  • Service Centre Toolset maintenance
  • End-user Device support
  • Software License Administration
Technologies
  • Amazon Connect
  • AWS LEX, Polly, SQS, SNS
  • AWS Lambda serverless code
  • ServiceNow®
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