Aeromexico’s AI-Powered Call Center Transformation
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Aeromexico Drives an AI Call Center Transformation
A future-forward collaboration between Aeromexico, BCG, BCG X, and AWS delivered exciting outcomes for the airline and its customers. Utilizing Deep Customer Engagement AI by BCG X, and built on Amazon Bedrock, the solution enabled Aeromexico to transform its contact center from a cost center into a value creation engine — improving employee performance and offering more personalized experiences to customers.
Before this transformation, Aeromexico was only able to analyze 2%–3% of customer calls. That wasn't scalable. Today, 100% of calls are processed through AI — turning millions of interactions into real-time intelligence for the entire organization.
The transformation has enabled:
Analysis of 100% of Aeromexico's customer interactions in real time, providing a read on customer needs and best-fit products for each passenger.
Identification of top-performing agents, codifying their behaviors and knowledge to scale excellence across the contact center.
Real-time coaching, training, and next-best-offer recommendations for agents — enabling more personalized, revenue-generating conversations.
Insights that flow beyond the contact center to marketing, customer experience, and transformation teams — giving the whole organization visibility into customer needs and process improvements.
With AI, Aeromexico is now able to understand the full context of every customer interaction and act on it. The result is a contact center that doesn't just resolve issues — it improves customer experience, drives revenue, and delivers value across the business. And through it all, one guiding principle remains: people first.
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