Smart Assistant for Customer Response Center Agents
The Challenge
Bombardier’s Customer Response Center (CRC) manages more than 370,000 customer inquiries each year, offering support around the clock for a global fleet. As client questions become more complex and response expectations accelerate, agents must navigate large volumes of technical information, making current workflows time-consuming and heavily dependent on individual expertise. This project introduces a Generative AI assistant that will help agents find information quickly, summarize requests, and provide accurate recommendations. By improving response times and reducing costly errors, the solution will strengthen customer satisfaction, support fleet growth, and enhance Bombardier’s leadership in customer service innovation.
“Supporting our customers with speed and precision is central to our promise as a world-class aviation leader. By integrating Generative AI into our Customer Response Center, we are giving our teams powerful tools to navigate complexity, resolve issues faster, and deliver an exceptional service experience. This project will elevate our operational performance, strengthen customer trust, and position Bombardier at the forefront of innovation in aerospace support.”
– Anthony Cox, Vice President, Customer Support, Bombardier
Investment
$
1
M
Scale AI investment
$
2.6
M
Total investment
Partners
