Frontier Airlines goes digital to cut off costs

As it transitions to digital operations, Frontier Airlines will no longer provide direct human-to-human customer service. Real-time communication may be enjoyable, but it will be handled by an artificial intelligence (AI) rather than a human.

This invention, as well as the technology that presently drives online bookings, were created to improve the consumer experience while lowering costs. The telephone remains the most preferred method of communication for clients who have a question, concern, or complaint.

Autonomous customer service kiosks may help the airline save money and increase production, but they clearly irritate customers and have a detrimental impact on workers.

If a customer has all of the essential information and the system is simple, they may elect to use it rather than wait on hold for a live agent.