Cathay scales up to meet increased travel demand with AI and automation.
Cathay, the Hong Kong based premium travel lifestyle brand, is leveraging UiPath to drive positive changes and strengthen its position as a digital leader in customer experience, safety and operational efficiency, productivity, and compliance through AI-powered automation.
“We are… pleased to witness that our investment in AI and automation has turned into fruitful results,” said Aldric Chau, General Manager Digital, Cathay. “We continue to innovate through our close collaboration with UiPath to harness the full power of automation and generative AI to ultimately deliver significant outcomes for our customers and to our internal operations. By leveraging AI and automation, we aim to maintain our digital leadership by prioritizing a strong customer-centric approach and continuously pursuing innovation.”
“AI-powered automation can help organizations streamline workflows and drive efficiencies, which has huge benefits such as enhanced customer and employee experiences, substantial cost savings, improved accuracy, and increased productivity to drive greater business value. It is particularly important for the aviation sector that needs to significantly scale up in order to satisfy the huge demand as travel resurges after the pandemic” said Richard Chen, Regional Vice President, Greater China at UiPath. “We are proud to enable the digital transformation journey at Cathay and look forward to working closely together to continue delivering the strongest outcomes for its employees and customers.”
As part of its comprehensive digital transformation strategy, Cathay recognizes the power of AI and automation in realizing this vision. Cathay started adopting UiPath Platform back in 2018. Today, Cathay employs UiPath automation solutions across more than 20 departments with over 160 bots to support employees’ day to day work.
These solutions are essential for Cathay as they scale up during their rebuilding efforts following the challenging pandemic period. By leveraging tools such as UiPath Action Center, AI Center, and Document Understanding, Cathay is able to relieve employees of manual and repetitive tasks, allowing them to focus on more value-added activities. This not only enhances customer and employee satisfaction but also increases efficiency and drives significant operational improvements across its services.
Turning AI-powered automation and innovation into tangible business outcomes
UiPath AI and automation is instrumental in helping Cathay address the challenges associated with the high-volume and high-intensity process across various business units.
By leveraging the capabilities of UiPath Document Understanding, Cathay trims document processing for repetitive and manual tasks, resulting in higher accuracy, faster processing times and increased process volume.
For example, Cathay is leveraging bots to automate its flight reseat notification process for passengers. Today, with automation, the process is approximately 20 times faster than manual email notifications. It also enhances operational efficiency in back-office functions. Before automation, tax declaration preparation took employees around three weeks. With the introduction of automation, this timeframe cut down to just one to two days. Additionally, UiPath bolsters compliance through automated reporting for flight scheduling, which reduces human error and ensures adherence to regulatory requirements, saving Cathay 50% of the reporting time.
Cathay has also implemented its first Intelligent Document Processing (IDP) use case to handle invoices for the SAMEA region. Currently, over 72% of invoices are processed automatically, reducing processing time by four times. This advancement not only increases efficiency but also enables its team to focus on more strategic tasks, such as investing in vendor relationships and queries.
Looking ahead, Cathay will continue to join forces with UiPath in exploring new opportunities in areas such as intelligent document processing and process mining. In doing so, it aims to empower its employees and advance the organization in a rapidly evolving digital landscape and achieve outcomes that were unimaginable before.
