Improving the Chat Experience
Our Digital Team launched a conversational chatbot across Southwest’s website and mobile apps, giving customers instant access to policy information and self-service tools without waiting for an agent.
The chatbot intelligently routes customers to the right resources, reducing friction in the support experience while freeing up human agents to handle more complex inquiries.
Customers can now quickly get answers to common questions and access self-service options 24/7 across all digital platforms.
Chatbot on the Southwest mobile app
Chatbot on Southwest.com