Airline Agent Assist demo

What the demo shows

Answers reservation agents' policy and trip questions live, with the source, on every call

Seven agents work every call. The Call Listener picks up each question; Trip Facts reads the booking; the Policy Answerer answers from the current policy pages and the rules, with the passage and the effective dates; the Answer Checker re-reads every answer against its sources and the booking before it is shown — catching, for instance, a pet carrier booked into a bulkhead seat; the Next Step Planner prepares the change, which the agent confirms. When an agent marks an answer wrong, the agents find the cause, every caller who heard it and the fix; the page owner signs the fix after the page's test questions pass and a supervisor approves any refunds. Every value is cited; nothing changes unseen.

Transcript

1. 0:00Airline Agent Assist answers reservation agents' policy and trip questions live, with the source, on every call.
2. 0:10Today, agents search policy pages while callers wait, and each second costs a large airline about $100,000 a year.
3. 0:20Renee takes a call.
4. 0:22Jolene wants her emotional support dog to fly free.
5. 0:27As she speaks, the rail answers.
6. 0:30The dog flies as a pet, $150 each way, and Seed date D won't fit the carrier.
7. 0:38Each answer shows its source.
8. 0:40One click opens the federal rule.
9. 0:44A service animal? Only if trained for a task.
10. 0:47The rail flags it as regulated.
11. 0:51The fee rises in November.
12. 0:54Adding the pet today keeps the $150 price.
13. 0:59Nothing changes until Rene confirms the prepared change.
14. 1:05Notes are drafted. A flagged wrong answer shows every caller who heard it.
15. 1:12Every answer cited, every change confirmed, every step logged.
16. 1:18Calls about 10% shorter, an estimated $5 million a year.
17. 1:25Built on Botminds: agents, data, screens, and governance on one platform.

Transcribed from the film’s narration. Captions are on the player.