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For airlines, time on the ground is time (and money) lost. When an aircraft needs urgent repairs, sourcing the right part fast can mean the difference between a smooth return to service and hours of costly downtime.
Our client, a US-based aviation supplier, found themselves at the center of this challenge. To alleviate pressure on their support agents and improve the experience, the company turned to Master of Code Global. Their vision? An intelligent chatbot that could handle part requests, order tracking, and FAQs – all through an intuitive, always-available chat interface. What started as a simple voicebot concept evolved into a multi-channel, AI-powered assistant that’s changing how airlines access inventory.
The client was facing a surge in user support volume – primarily phone calls from airline teams seeking inventory availability, order statuses, or answers to common questions. With thousands of urgent inbound inquiries, live agents were stretched thin, slowing response times and introducing operational inefficiencies.
The situation was especially challenging in the US market, where most people still preferred to call. This behavior made it difficult to scale support without significantly increasing staffing costs. The client needed a smarter, faster, and more automated way to serve both frequent requesters and new prospects.
Their goal was twofold: reduce the load on call centers by diverting interactions to chat, and create a seamless bridge between voice and messaging. Ideally, a user would call once, be directed to the messaging flow, and return to that digital channel for all future requests. The solution also had to sustain multiple use cases – from inventory lookup and order tracking to FAQs and potential upselling.
Master of Code Global delivered a multi-layered Conversational AI solution that simplifies aircraft part sourcing and transforms customer support into a fast, scalable experience.
To address the client’s high-volume call problem and create a modern aid system, we built a smart, multi-channel chatbot powered by Conversational AI. Initially launched as a web messaging assistant, the solution was later expanded to include voice and SMS capabilities, allowing users to transition effortlessly from phone to chat.
Each part of the bot was carefully designed to match a core customer intent. Whether someone wanted to check availability, track an order, or ask a quick question, the system could route them to the right path instantly. A short code phone number helped drive awareness and create a seamless entry point into messaging, particularly for US-based users accustomed to calling.
Concierge Bot: Acts as the front door to the experience, welcoming customers and intelligently routing them to the right assistant. It ensures smooth navigation by recognizing intent early, which shortens time to resolution and boosts satisfaction.
FAQ Assistant: Equipped to handle the most common questions like shipping times, return policies, part compatibility, and more. This bot reduces pressure on human agents by instantly resolving repetitive queries with precision.
Inventory Tool: Enables users to search by part number and instantly check availability across the supplier’s catalog. Whether they’re existing customers or new leads, they can find the required item without waiting on hold.
Orders Bot: Lets people track the real-time status of their orders, including fulfillment and delivery updates. Such transparency helps reduce inbound support requests and improves buyer confidence.
Voice-to-Chat Transition: When a user calls the business, they’re gently redirected to messaging for a faster, more efficient experience. Over time, this educates people to choose chat first, helping the client lower inbound call volume.
Multi-Channel Flexibility: Available via web, voice, and SMS, the bot meets users where they’re most comfortable. This flexibility is key to serving a wide audience while maintaining consistency in support quality.
