Airline Complaint Management demo

What the demo shows

Answers every passenger complaint inside the DOT 30- and 60-day clocks, for customer relations

Eight agents take in every complaint from every channel, class it by DOT category and start the clock its rule gives it, then read the airline's own records and lay each sentence of the complaint against them, finding what the passenger could not see. They decide which rules apply, propose a remedy from the goodwill guideline and the passenger's history, and draft the answer with every sentence footnoted; a second agent checks it against the records and the rule, and stops the case when the agents disagree. The specialist works the casebook as a conversation with the agents: asks, edits, approves the remedy with a reason and signs; nothing goes out before. Repeat causes become cited briefs to the owner, and DOT's monthly counts are reconciled case by case.

Transcript

1. 0:00Airline Complaint Management Answers every passenger complaint inside its DOT clock.
2. 0:08DOT logged 98,000 airline complaints in 2024.
3. 0:13Each written one is due in 60 days.
4. 0:18Each ring is a complaint's own clock.
5. 0:21Evelyn Marsh writes that no wheelchair met her.
6. 0:26The intake agent classes it as disability, due in 30 days, not 60.
7. 0:34The TripFax agent reads eight systems.
8. 0:37Her wheelchair request was dropped at rebooking.
9. 0:42Agents propose repaying her hotel and dinner, plus credit, and draft a cited answer.
10. 0:50A checker agent reviews it.
11. 0:53Marisol softens one sentence and approves the remedy.
12. 0:58She signs on day 13.
13. 1:00Nothing goes out in signed.
14. 1:02The repeat cause agent finds 18 others like hers and briefs the owner.
15. 1:11Every fact cited, every answer signed, every step logged.
16. 1:17The aim, every complaint inside its clock, up from 94%.
17. 1:22Built on Botminds: agents, data, screens, and governance on one platform.

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