Qualtrics announced that Miami International Airport (MIA) chose Qualtrics Social Connect to develop an award-winning chatbot called “Mia” to assist with customer service inquiries and monitor social channels in order to anticipate travelers' questions and needs before they even arrive at the airport. Recognized as J.D. Power's Best Mega Airport in North America for passenger satisfaction in 2021, MIA was able to reduce its average customer service resolution time to less than 10 minutes and keep travelers informed and up to date throughout the pandemic and beyond. The air travel industry was hit hard by the pandemic as travel restrictions left planes grounded and gates empty.

Ever-shifting travel guidance and safety requirements brought a deluge of questions from concerned passengers and many turned to social media platforms with their inquiries, which threatened to overwhelm the airport's social team. In early 2020 as the pandemic unfolded, MIA's Digital Marketing team used Qualtrics Social Connect to develop its Mia chatbot and quickly programmed it with answers in both English and Spanish to travelers' most frequent questions related to the pandemic. Almost immediately, the airport cut the number of inquiries to its social channels nearly in half, freeing up its social team to respond more quickly to more complex passenger requests.