Airline Service Recovery demo

What the demo shows

Decides and issues goodwill and owed compensation after a bad trip, for customer care teams

Eight agents rebuild each bad trip from nine records and pin every wrong to the passage that proves it, including what the passenger could not see. One decides what is owed by rule and by the airline's published plan, on its own clock; another sizes goodwill from the trip, the tier, the member's value and history inside the matrix; a second reader re-sizes it against similar cases, the person's authority and the month's budget, and says when it disagrees. The care agent works the trip as a conversation with the agents: answers their question, asks why, raises or lowers the offer with a reason, approves the drafted message and sends; the issuer then posts the miles, creates the credit and schedules the payment. After a cancellation the agents prepare every passenger's recovery before anyone writes.

Transcript

1. 0:00Airline Service Recovery decides what a passenger is owed after a bad trip and what goodwill fits.
2. 0:10Today, care agents open eight systems and guests.
3. 0:13A late refund can cost $75,000.
4. 0:18Nadia starts with 23 offers the agents prepared overnight.
5. 0:24On Helen of Arga's London trip, the agents pinned a dead seat screen and a bag left behind.
6. 0:32Oat comes first, $284 of receipts.
7. 0:37Goodwill is separate, miles and a credit.
8. 0:42The budget guard checks 41 similar cases in a month's budget.
9. 0:48The agents ask, her third bad trip in 90 days.
10. 0:53Nadia raises the miles to $20,000.
11. 0:57The agents recheck, Nadia's signs and miles, credit and payment are issued.
12. 1:04After a cancellation, agents prepare every passenger before anyone writes.
13. 1:12Every value is cited, every decision signed, every step logged.
14. 1:18The aim owed money on its clock and goodwill that keeps members.
15. 1:25Built on Botminds: agents, data, screens, and governance on one platform.

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