# How LATAM Airlines uses Zendesk AI

**90 percent** employee satisfaction

As published on [zendesk.com](https://www.zendesk.com/customer/latam-airlines/), November 2023. Captured by usedby on 2026-10-05.

- Company: [LATAM Airlines](https://www.usedby.ai/companies/latam-airlines.md)
- Tool: [Zendesk AI](https://www.usedby.ai/tools/zendesk-ai.md)
- Industry: [Airlines & Aviation Services](https://www.usedby.ai/companies/industry/airlines-aviation-services.md)
- Teams: HR
- Customer since (as the page says): A customer since 2012

## 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.

Summary written by usedby from the source page, in English. The figures are those of Zendesk AI and LATAM Airlines, not ours.

> 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.

- **80 percent**: “achieve 90 percent employee satisfaction and 80 percent AI agent accuracy”
- **3,000**: “the team has created more than 3,000 knowledge base articles in Spanish and Portuguese”

> 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.
>
> Monica Obando, Senior HR Manager at LATAM Airlines

Source: [zendesk.com](https://www.zendesk.com/customer/latam-airlines/), captured 2026-10-03.

## Other AI tools used by LATAM Airlines

- [Sprinklr](https://www.usedby.ai/tools/sprinklr.md) — Observed
- [Synthesia](https://www.usedby.ai/tools/synthesia.md) — Observed

## Other companies using Zendesk AI

- [Babbel](https://www.usedby.ai/companies/babbel.md) — Confirmed
- [Best Egg](https://www.usedby.ai/companies/best-egg.md) — Confirmed
- [BritBox](https://www.usedby.ai/companies/britbox.md) — Confirmed
- [Docebo](https://www.usedby.ai/companies/docebo.md) — Confirmed
- [Fortnum & Mason](https://www.usedby.ai/companies/fortnum-mason.md) — Confirmed
- [IRC-CEO](https://www.usedby.ai/companies/irc-ceo.md) — Confirmed

## What usedby checked

We compared the story with its live page on 2026-10-05.

- Checked: the figure 90 percent is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of LATAM Airlines.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: LATAM Airlines uses Zendesk AI. Confirmed line. Latest check across sources: 2026-10-05.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/latam-airlines-zendesk-ai · How we check: https://www.usedby.ai/methodology