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:
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.
- 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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