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Flight Centre

Streamlining Onboarding, Automating FAQs, and sending Crisis Comms

Learn how Flight Centre Travel Group use bots to improve the onboarding experience, track time, and assist employees when returning to work.

Key stats and facts

80% interaction rate from staff with Bot Nanno

40% of employee questions automatically answered

Rapidly building and deploying tools at a time of massive operational change

The challenge

Flight Centre Group is an Australian based travel agency whose 11,000 global employees are on a mission to open up the world to those who want to see it. Their travel consultants work towards this mission 24/7 and aim to provide choice and efficiency when it comes to booking travel.

The pandemic brought massive operational changes to the travel industry. In order to adapt and provide staff with the same level of efficiency they promise their clients, Flight Centre leveraged The Bot Platform and Workplace from Meta to meet the demand for these internal projects and changes.

The solutions

Using The Bot Platform, Flight Centre has built a range of tools that help with crisis support, onboarding new agents, tracking time and ensuring legal compliance.

Click below to explore some of the solutions Flight Centre Travel Group have built using The Bot Platform

Business impact

By using The Bot Platform, Flight Centre was able to rapidly build and deploy tools that allowed their team to continue working at a time of constant operational changes due to the pandemic. Each of the bots saved huge amounts of time, energy and resources for their HR staff and improved the overall employee experience during a difficult time. They also helped integrate more systems and tools into their central communication channel, Workplace.

From ensuring legal compliance to automating onboarding and FAQs, The Bot Platform enabled Flight Centre to build their own tools to address overwhelming operational needs within the company. They had interaction rates of over 80% for Bot Nano, helped ensure staff were aware of and following new COVID-19 protocols, and automatically answered more than 40% of all questions being asked which led to a huge reduction in email volume for their HR teams.

Here's what they have to say

Nick Williams

Bots help you do more and more with less and less. They drive operational efficiency.

Nick Williams
Head of Digital Workplace

Olivia Spelman

The platform is extremely intuitive. Within 15 minutes I was comfortable enough to create something myself and I feel confident I can take an employee, train them and off they can go.

Olivia Spelman
Team Leader at Flight Centre

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