We Need to Implement a Chatbot to Better Serve Our Customers, but IT Is at Full Capacity
“Green Irony’s ability to align our API strategy to deliver meaningful business outcomes is what makes them such a valuable partner. Their MuleSoft and enterprise architecture expertise along with their collaborative and efficient delivery process has helped us expedite key initiatives.”
Sapana Patel, Sr. Director, Solution Delivery & Architecture
Houston, we discovered an IT problem.
Traveling happens fast. Between flight changes, getting through security, and worrying about luggage, passengers need to be able to make changes on the fly. Spirit Airlines recognized this opportunity to better serve its customers by implementing a new chatbot service. Spirit decided to bring in additional outside support to make their latest investment in the Guest projects a reality.
How can we meet the needs of our customers, IT, and business leaders?
Spirit Airlines was looking to invest in its data infrastructure and data pipeline to support future airline growth and enhance offerings for its customers. They chose MuleSoft as the backbone of their data integration system as a critical component of their business needs.
However, the tool was just the beginning. Spirit Airlines needed implementation consultants that not only understood the platform and technical needs of their IT department, but also experts that could solve their complex integration scenario. They didn’t want to be a roadblock to the business. They needed to leverage MuleSoft quickly so they could deliver on time and effectively, without placing a giant lift-and-shift burden on their team.
How do we get started?
To enable their integration needs, the Green Irony team worked closely with Spirit’s business stakeholders and technology teams to identify areas that would move the business forward and eliminate roadblocks in customer interactions. Once Green Irony and Spirit aligned on the specific business outcomes and requirements needed for Spirit to achieve their goals, Green Irony planned and designed the solutions to enable Spirit to scale to meet future needs.
What Green Irony accomplished:
- Designed the event-driven system with an API stack that allows customers to retrieve booking information, make flight changes, add special service requests, update baggage information, and more through conversation bots and live customer service support
- Built an API-led architecture that combined MuleSoft and Azure offerings
- Decoupled guest loyalty events from high-traffic APIs to increase speed and fuel scalable architecture
- Connected Spirit’s legacy core APIs with their customer reservation system
We’re now in a stronger position to scale for the future.
The API-led integration architecture built on MuleSoft has provided Spirit Airlines with the ability to rapidly integrate and connect external and internal data systems in a safe and easily monitored environment. As a result, Spirit Airlines can reuse data components for future projects and enable them to grow in a scalable fashion.
With the powers of Green Irony and MuleSoft combined, Spirit Airlines has:
- Enhanced onboarding of individual third-party partners and data providers
- Enabled a new chat and social media engagements that allow customers to purchase upgrades (including wifi), and make changes to reservations, bookings, and scheduling transactions
- Increased velocity on internal processes, allowing them to scale smarter and faster
- Enabled additional channels to communicate with customers by reusing the capabilities unlocked through the chatbot integration