Background & Objectives
Many customers have accumulated Avios and companion vouchers without knowing how to effectively utilise them, leading to common challenges.
Lack of Avios and destination awareness
- Lack of awareness about the value of rewards and redemption options.
- Mismatch between customer preference and available redemption options.
Customer support and redemption process
- Average wait time of ~3 minutes to speak to customer support.
- An additional ~20 minutes spent, on average, to determine the best way to use their rewards.
To best address the challenges faced by customers, the key objectives to be met are:
- Create an easy-to-use experience backed by GenAI to better match customers and their rewards to available flight-based redemption options.
- Validate whether GenAI is the right solution for this problem.
- Understand viability and what it would take to make this GenAI tool a reality.