Taking Off with the Contact Center
Contact Center Pipeline, Thursday, June 4th, 2026
Volaris airline transforms customer service with digital channels and AI to handle millions of interactions efficiently.
Volaris, Mexico's largest ultra-low-cost airline, redesigned its contact center strategy during the COVID-19 pandemic when traditional phone systems couldn't handle sudden booking-change requests.
The company shifted from voice-dominant to digital-first operations, leveraging social media, WhatsApp, and web chat where a chatbot can handle over 90% of frequent questions. Led by Senior Manager Iker Urionaguena, Volaris partnered with Concentrix, Verint, and Emplifi to build a unified, multi-skilled team across five channel-based divisions.
The transformation achieved a customer-experience Triple Crown: growing digital conversation volume, improving satisfaction scores, and cutting operational costs. Agents now manage multiple concurrent conversations with AI assistance that summarizes messages, suggests responses, and translates content, reducing response time from ten minutes to seconds.