Industry overview
What is shaping aerospace
Aerospace brings together airlines, airports, MRO providers and component suppliers, with safety, reliability and certification at the centre of every decision.
- Passenger experience is a key differentiator for airlines and airports
- MRO and component buying depends on certification and turnaround
- Skilled talent is in short supply
Client background
A regional airline in Australasia, working in Australia & New Zealand. Client identity is withheld to protect confidentiality.
- Organisation
- A regional airline in Australasia
- Sector
- Aerospace
- Team engaged
- IT & Development
- Services
- AI & automation solutions, WhatsApp marketing, API development & integration
Client challenge
The airline’s call centre was overwhelmed with routine questions about baggage, web check-in and flight status, leaving customers waiting on hold.
Research objectives
- Deliver on the brief: reducing call volumes with a smarter support assistant.
- Define requirements and success criteria the solution would be tested against.
- Deliver a reliable, secure solution the team can run and extend.
Target audience
Scope: Website and WhatsApp support.
Audiences we typically reach in aerospace
PassengersAirline and airport managersMRO providersComponent suppliersEngineers and technicians
Geographic coverage
Coverage: Australia & New Zealand. Markets: Australia and New Zealand.
- Australia
- New Zealand
Research methodology
An iterative delivery approach: discovery, design, build and test in short cycles, with the client reviewing each step.
- 1Brief
- 2Contact reason analysis
- 3Chat and WhatsApp assistant
- 4Insight
We analysed contact reasons, then built an assistant on the website and WhatsApp that answered common questions from approved content and connected to the flight status system, handing complex cases to agents with full context.
AI & automation solutionsWhatsApp marketingAPI development & integration
Sampling strategy
- Users and stakeholders from every affected team took part in discovery workshops and acceptance testing.
Data collection
- Requirements were gathered through workshops, process walk-throughs and a review of existing systems and data.
Data quality & validation
- Peer code review on every change
- Automated and manual testing
- User-acceptance testing with the client
- Release checklist and rollback plan
Data analysis
- Usage and performance monitoring after launch
- Defect and support-ticket trends
- Process time before and after
Key findings
- Routine queries moved to self-service, hold times fell, and agents focused on rebookings and complaints.
Starting with real contact reasons ensured the assistant solved the right problems.
Recommendations
- Build on the core insight: starting with real contact reasons ensured the assistant solved the right problems.
- Track adoption and support tickets, and plan the next release from real usage.
Business impact
- Customers could check flight status instantly on WhatsApp.
Impact is described qualitatively.
Deliverables & next steps
- Deployed solution with documentation and handover
- Support and maintenance plan
- Repeat the measure after changes are in place to track progress.
- A natural follow-on question: what shapes the passenger experience?
Client identity is withheld to protect confidentiality.