How Lilly revolutionised a cumbersome and manual process

Lilian's namesake, Lilly, has become an indispensable part of Satair's operations.

Satair annually receives 450,000 emails from customers seeking aircraft parts and, until Lilly's launch following a successful pilot in 2019, answering them all was a huge burden for the 230 Satair employees who work in customer services.

Understandably, as much as Satair tried to quickly answer its customers, not everyone got a reply on the day they enquired – a regrettable situation, according to Michael Nicolai Folkmann Schjerbeck, Head of Digital Customer & Partner Experience at Satair:

“It was a highly cumbersome and manual process entailing major lead times for our customers.”

But all that changed following the introduction of Lilly.

Average response time: 1,440 to 2 mins

Before Lilly started 'working' for Satair, the average response time was 24 hours.

Since her introduction, the average response time has shrunk to just two minutes, as most enquiries are dealt with in seconds, regardless of the time of day.

The quotes have an accuracy rate of 98 percent.

In total, Lilly handles 58 percent of the quotes, as some still require manual handling.

This frees up staff to take on other tasks, such as keeping track of Lilly's performance and better engaging with customers who require other forms of assistance.

Lightning Lilly's learning all the time

Lilly is a Google Cloud-based, Vertex AI-driven quote-handling platform – a digital and automated entity that facilities digital communication.

Conceived in partnership with Atos, Lilly is able to assess huge amounts of data in seconds to fulfil customers’ quotation needs.

Machine learning and the use of Google Cloud ensures Lilly is constantly evolving and expanding its capacity, asserts Schjerbeck:

“Google Cloud is a critical part of our digital infrastructure. Instead of reinventing the wheel, we use its native components to build on top of, scale, and handle data in real time. While Vertex AI is an instrumental part of offering best-in-class customer service to deliver a high-value customer experience across all touch points.”

Data the missing link for Gen-AI in aviation supply chain

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Celebrating “Lilly” – Satair's in-house automated service