Customer Service Automation · Sales Automation
Satair manages more than one million aircraft-parts SKUs and receives around 450,000 customer inquiries per year in formats ranging from structured spreadsheets to free-text emails and handwritten notes. Manual handling made the quotation process slow and complex for 230 customer service agents, pushed response times up to 24 hours, and left the business needing a faster, more accurate way to respond in time-critical aviation support scenarios.
Reported impact
Satair cut average response times from 24 hours to 2 minutes, reached 99% quote accuracy, expanded fully automated end-to-end interactions to around 35% of customers with 50% annual growth in autonomous interactions, and used the same operating model to scale to seven live AI solutions with more than 50 further use cases identified.
Atos and Satair began with Lilly, an AI-driven digital quotation assistant built on Google Cloud Vertex AI and integrated with core systems such as SAP. Lilly ingests highly variable inquiry inputs including spreadsheets, free-text emails, and handwritten notes, then automates quotation handling so cases that previously took hours can be processed in minutes. After the lighthouse project proved its value, the teams expanded the program into a business-led AI Centre of Excellence with an AI-maturity radar, structured portfolio governance, continuous delivery practices, and agile design methods. A real-time performance dashboard gives visibility into processing and quality, while the broader cloud-native stack supports scaling AI use cases across functions. The result is a governed operating model that combines model-driven quotation automation, ERP integration, and delivery discipline to move from one production assistant to a growing portfolio of live AI solutions.
Customer inquiries arrive as spreadsheets, free-text emails, and handwritten notes, then flow into Lilly on Vertex AI for automated quotation handling. The assistant exchanges business data with SAP, returns faster quote responses to service teams and customers, and feeds a real-time dashboard that monitors processing speed and quality as the AI program scales across the company.
"Around 35% of customers now receive fully automated end-to-end interactions, with autonomous adoption growing 50% annually."
"Average response times fell from 24 hours to just 2 minutes"
"Lilly automates quotation handling, reducing processing time from five hours to two minutes."
"Lilly, an AI-driven digital quotation assistant is built on Google Cloud's Vertex AI and integrates with core systems (e.g. SAP)."
"Quote accuracy reached 99%"
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Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
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“All over the world, 1,900 Satair employees bring their great personalities to work each day.”
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