easyJet Holidays Speeds Up Complaint Resolution with Salesforce and AI
easyJet Holidays has streamlined its complaints and compensation handling process using Salesforce and AI technology. The company partnered with Arlanis Reply to automate a complex, manual workflow that previously took one to two hours per case.
The team's support agents had to read free-text descriptions, select the primary case category and sub-categories, review relevant booking and case records, consult compensation guidance, assess eligibility, calculate the correct amount due, and draft customer responses using knowledge articles.
Arlanis Reply implemented a Generative AI-driven solution that supports the end-to-end complaints and compensation journey within Salesforce. The system interprets customer descriptions to classify cases against the correct categories and applies relevant compensation rules.
The new workflow reduces handling time from one to two hours per case to just a few clicks, unlocking significant productivity gains for service teams. Case categorisation, compensation decisions, and customer responses are now more consistent, while agents spend less time navigating guidance and more time reviewing outcomes.