Case Study – Travel

Executive Summary

One of Europe’s most prominent airlines embarked on a large-scale modernization of its contact center to deliver seamless support, accelerate issue resolution, and gain real-time insights from customer interactions. To support this transformation long-term, the airline partnered with CloudCookies for always-on, Enhanced AWS Support and technical account management.

CloudCookies acts as an extension of the airline’s internal teams—delivering 24/7 platform support, incident and problem management, architectural consultation, vendor collaboration, and more. Beyond reactive support, CloudCookies plays a proactive role in strategy and governance, helping drive continued innovation across Amazon Connect, Amazon Lex, AWS Lambda, Amazon Pinpoint, and a fully integrated CRM solution.

The result is a resilient, AI-driven contact center that supports millions of travelers, with personalized voice experiences, real-time flight data, identity verification, and post-contact surveys—all backed by world-class uptime and hands-on operational support.

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Customer Challenge

Operating in one of the most competitive and time-sensitive industries, this European airline required a high-availability, cloud-native contact center that could deliver outstanding customer support year-round. With seasonal demand shifts, unpredictable travel disruptions, and millions of bookings annually, any downtime or slow incident response could impact customer satisfaction and operational performance.

To ensure success at scale, the airline needed a trusted partner to provide:

• 24/7/365 enhanced support of their AWS Contact Center, independent from but complementary to AWS support
• End-to-end platform troubleshooting, incident response, and root cause analysis
• Ongoing change support, including updates, enhancements, and configuration changes
• Strategic consulting, including monthly Migration Readiness Assessments (MRAs), operational playbooks, and architectural guidance

This enhanced support would need to be both reactive and proactive, covering a broad suite of AWS services, custom-built integrations, and advanced contact center features.

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Partner Solution

CloudCookies provides comprehensive Enhanced Support Services to meet and exceed the airline’s operational demands. Key components of the solution include:

• 24/7 Enhanced AWS Contact Center Support
• Break/fix troubleshooting
• Root cause analysis & incident management
• Open and manage AWS support tickets on the airline’s behalf
• Unlimited requests for configuration, architecture, and remediation
• Monthly incident & problem cadence meetings

As part of the transformation, CloudCookies provides well-architected reviews, best practices, and 24/7 support for sophisticated AWS Contact Center architecture including:

• Integrated Agent Desktop – Seamlessly connected to the airline’s custom CRM to display CSAT scores, disposition records, identity data, and booking/account details at a glance.
• AI-Driven Self-Service – Amazon Lex + Amazon Connect powers real-time identity verification, enabling secure and automated authentication without agent involvement.
• Agent Management Portal – Custom interface for managing holiday schedules, emergency messages, queue assignments, disposition mapping, and dynamic CSAT questions.
• Omnichannel Post-Contact Surveys – SMS and email surveys triggered post-interaction, with results directly tied to agent and queue-level reporting.
• Real-Time Data Integration – Dynamic access to live flight status, booking details, and account records—used to personalize caller experiences and guide routing decisions.

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Why CloudCookies

Results

CloudCookies’ Enhanced Support has delivered measurable benefits for the airline, including:

• 100% Service Level Adherence (SLA)
• Near-zero unplanned downtime, thanks to real-time issue detection, impact remediation, and rapid resolution
• Faster time-to-resolution, with CloudCookies managing and escalating AWS cases directly
• Increased agent efficiency through streamlined tooling and improved data visibility
• Greater agility, with ongoing updates and enhancements implemented without disruption
• Peace of mind, with a trusted partner overseeing the health and performance of all AWS Contact Center components

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About CloudCookies

CloudCookies is a distinguished Advanced Tier AWS Technology and Consulting Partner, specializing in business process automation, conversational design, and self-service solutions. We exclusively harness the power of AWS services to provide innovative solutions for our clients. Our services cover consulting, migration, integration, custom development, training, and support, ensuring our clients receive top-tier expertise. What sets CloudCookies apart is our extensive experience and deep knowledge, making us the preferred choice for those seeking transformative AWS solutions that break the mold.

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