The use case: how LATAM Airlines deploys Zendesk AI
LATAM Airlines' HR team uses Zendesk to handle employee requests through tickets, a knowledge base and an AI agent for self-service, and reporting on HR service performance. The same platform also supports its customer service for passengers.
More reported results
Figures published in Zendesk AI’s case study. They are not independently measured by usedby.
achieve 90 percent employee satisfaction and 80 percent AI agent accuracy
the team has created more than 3,000 knowledge base articles in Spanish and Portuguese
In the customer’s words
We saw how our customer service team was working with Zendesk to become more efficient and improve the customer experience, and we decided to bring that magic to our internal employee operations.Other AI tools used by LATAM Airlines
Other public relationships recorded on usedby.
Explore LATAM Airlines’s AI stack
Other companies using Zendesk AI
Customers across industries, with public evidence.
BabbelConfirmed
Best EggConfirmed
BritBoxConfirmed
DoceboConfirmed
Fortnum & MasonConfirmedIRC-CEOConfirmedGo straight to the source
Based on Zendesk AI’s published case study. We check the public evidence; the results are reported by the vendor.
zendesk.com- Source published
- Nov 20, 2023
- Last checked
- Oct 5, 2026
Open source capture What the story claims, and what we checked
What we compared with the page.
- The figure: 90 percentChecked
The figure is on the page; its label is our wording.
- The passage quoted aboveChecked
Copied word for word from the page, near the name of LATAM Airlines.
- The publication dateChecked
Read from the page’s own metadata, never guessed.
- LATAM Airlines uses Zendesk AIChecked
Confirmed line.
- The result itselfNot checked
We quote it; we did not measure it.
To support the LATAM Airlines employee experience, Obando’s team primarily uses Zendesk for managing thousands of employee requests through tickets, offering self-service options via a comprehensive knowledge base and AI agents, and reporting to measure HR service performance and spot opportunities for improvement.