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Interview27 Jun 2023 · 1 min read

Frontier Airlines Discusses Its Decision to Ditch Telephone Customer Service

In November 2022, Frontier Airlines stopped offering telephone customer service. We caught up with them to uncover the decision's impact.

Rob Scott

Watch on YouTube.

CX Today's Rob Scott hosts Leonardo Declich, Director, CX Digital Transformation at Frontier Airlines.

We reflect on why Frontier chose to get rid of its contact center voice channel, discussing:

  • Why did Frontier make the decision?
  • How it used conversational AI to plug the gap
  • The outcomes so far
  • Lessons for brands considering a similar move

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