Digital CX to lower your cost to serve

Deflect high call volume to digital self‑service to speed up resolution times. Transform a $10 call into ¢10. Save on headcount. Increase customer satisfaction.

  • 40% reduced cost to serve
  • 2x call center efficiency
  • 30-50% call deflection to self-service

OpenTable increases contact center efficiency with self-service

The top online restaurant reservation service rerouted customer support calls to digital self‑service and live chat to scale operations for 31 million diners and 60K restaurants. As a result, OpenTable cut down contact center costs and wait times while improving CSAT.

  • 10% of calls rerouted to chat
  • 25% of chats supported by Airkit
  • Integration with Talkdesk

Your customers won’t wait on hold

Sending routine, high-volume requests to your call center is costly and inefficient. On average, customers wait 5-10 minutes on hold for customer support. Customers value fast resolution more than speaking to an agent.

of customers will leave a brand they love after one bad experience
of service requests is checking order or claim status – easy switch to self-service
Read the State of Digital CX report

Deploy digital self-service

Manage call volumes with self‑service digital journeys for common requests (e.g., account updates, service changes, beneficiary updates). IVR deflection to self‑service decreases agent AHT while increasing CSAT from faster resolution times.

Components commonly used

  • IVR flow
  • Built-in TCPA compliance + mobile opt-in
  • Digital form
  • Chat bot
  • Omnichannel notifications
  • API integrations with core systems

How it works

Before Airkit


After Airkit

Learn more about customer care solutions

Business value

Our customers achieve on average 40% annual cost savings with digital deflection. Assess your cost to serve, call volume, and call handling times to see opportunities for digital self‑service.


Use cases across all industries



First notice of loss (FNOL)

Self-service beneficiary changes

Policy transaction status

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Financial services

Agent-triggered digital intake for new account

Self-service for account changes, vacation notices, freeze requests

Loan status

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Energy & utilities

Emergency service request (e.g., report outage or incident)

Field service scheduling

Billing questions

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eCommerce & retail

Where is my order? (WISMO)

Delivery scheduling

Subscription management (e.g., update credit card)

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Claims status

Agent-triggered PCI-compliant digital payments

Claims payment status

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