Avianca adds AI quality checks to its contact centre, with AI agents to follow
Avianca uses Zendesk's quality assurance tools in its contact centre, which its director of customer service has praised, and expects to add Zendesk AI agents. The account comes from Zendesk, and the AI agents are described as planned.
The operating picture
Service quality at scale
Avianca aircraft. Photograph: Wilfredor / CC0 (cropped to fit). Illustrates the airline, not an AI deployment.
Avianca, based in Bogotá, operates 189 aircraft and carries more than 29 million passengers a year to more than 108 destinations, according to Zendesk.
Its 2022 agreement to use FLYR's revenue operating system appears in the wider register; FLYR's announcement names no specific AI function.
Selected implementations
The work behind the evidence
01 / Reported · unverified
Quality checks first, AI agents next
The operational problem
A contact centre handling millions of passengers cannot review more than a small share of conversations by hand, so quality problems go unseen.
What the evidence reports
Zendesk says in a customer story, published in October 2024 and updated in March 2025, that Avianca uses Zendesk QA, which Juan Sebastian Rodriguez, customer service and contact centre director, praised highly. The story says QA combined with AI agents is expected to change how the airline interacts with customers and runs its complex operations.
Operational significance
Reviewing service quality across all conversations is a practical first step before handing conversations to AI agents.
Evidence still needed
The account is Zendesk's. It does not say what the QA tool checks, how many conversations it covers or when AI agents will go live, and Avianca has published no results.
A source can verify an announcement without verifying its projected outcome.
The wider register
Other tracked activity
Other records are shown separately, including non-AI technology and programmes at different stages of deployment. A register entry does not establish a measured AI benefit.
FLYR commercial agreement with Avianca for its revenue operating system · Contracted
In September 2022 FLYR announced a commercial agreement for Avianca to use its revenue operating system.
A source can verify an announcement without verifying its projected outcome.
Editorial assessment
Avianca's documented AI is at an early stage in its contact centre, described by its supplier.
Confirmation that AI agents are answering customers, with results, would move this profile on.
Live data from the Aerostack register. Status reflects published evidence only. See Our approach for how records are graded.
Aerostack register · 2 tracked deployments
Aerostack tracks AI deployments across airports and airlines, with the published evidence behind each record. Photography is real aviation imagery. Record thumbnails may show the named airport or airline; other photographs do not.
