Frontier Airlines Discusses Its Decision to Ditch Telephone Customer Service

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CX Today's Rob Scott hosts Leonardo Declich, Director, CX Digital Transformation at Frontier Airlines. 

We reflect on why Frontier chose to get rid of its contact center voice channel, discussing:

• Why did Frontier make the decision? 
• How it used conversational AI to plug the gap
• The outcomes so far
• Lessons for brands considering a similar move

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