PAL's callers speak English, Tagalog, and Taglish in the same breath. A voice agent that keeps up replaced the IVR entirely.
The national flag carrier of the Philippines, handling close to two million inbound contact center calls annually across a domestic and international route network.
PAL's callers routinely mix English, Tagalog, and Taglish within a single conversation, a fluidity that standard voice AI cannot handle. PAL also...
“ibex and Sierra have been top-performing partners for Philippine Airlines, and the deployment of AI voice agents is elevating our customer support to a new standard of quality and scale. The results are strong, with scalable automation and natural interactions enhancing both efficiency and the overall customer experience.”
National flag carrier airline of the Philippines.
Helped PAL launch its Sierra AI voice agent and continuously review conversation data
AI agent platform for autonomous enterprise customer service.
Philippine Airlines's Voice customer support is part of this use case:
Related implementations across industries and use cases
Teams manually coded every chat script. Now, a generative AI agent pulls answers straight from the knowledge base to resolve urgent cases.
Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
Millions of queries across 1,300 topics overwhelmed support. Now, an AI agent resolves them instantly, freeing staff for complex cases.
Hiring couldn't keep up with visa demand. Voice AI now scans 20-page applications instantly to resolve cases.
Rigid phone trees forced staff to handle routine calls. Now, AI resolves common queries in 5 languages, freeing humans for complex issues.
Endless phone tag bottlenecked 10,000 yearly hires. Now, AI screens and schedules via text, freeing managers for in-person interviews.
127,000 monthly cases across languages and time zones. AI no longer just responds—it modifies bookings, waives fees, without human handoff.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
PAL's callers speak English, Tagalog, and Taglish in the same breath. A voice agent that keeps up replaced the IVR entirely.
The national flag carrier of the Philippines, handling close to two million inbound contact center calls annually across a domestic and international route network.
PAL's callers routinely mix English, Tagalog, and Taglish within a single conversation, a fluidity that standard voice AI cannot handle. PAL also...
“ibex and Sierra have been top-performing partners for Philippine Airlines, and the deployment of AI voice agents is elevating our customer support to a new standard of quality and scale. The results are strong, with scalable automation and natural interactions enhancing both efficiency and the overall customer experience.”
National flag carrier airline of the Philippines.
Helped PAL launch its Sierra AI voice agent and continuously review conversation data
AI agent platform for autonomous enterprise customer service.
Philippine Airlines's Voice customer support is part of this use case:
Related implementations across industries and use cases
Teams manually coded every chat script. Now, a generative AI agent pulls answers straight from the knowledge base to resolve urgent cases.
Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
Millions of queries across 1,300 topics overwhelmed support. Now, an AI agent resolves them instantly, freeing staff for complex cases.
Hiring couldn't keep up with visa demand. Voice AI now scans 20-page applications instantly to resolve cases.
Rigid phone trees forced staff to handle routine calls. Now, AI resolves common queries in 5 languages, freeing humans for complex issues.
Endless phone tag bottlenecked 10,000 yearly hires. Now, AI screens and schedules via text, freeing managers for in-person interviews.
127,000 monthly cases across languages and time zones. AI no longer just responds—it modifies bookings, waives fees, without human handoff.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.