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Frequent Flyer Member Service Assistant demo

Answers member questions on accounts, benefits and program rules with sources, for agents 1:33

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What the demo shows

Answers member questions on accounts, benefits and program rules with sources, for agents

Seven agents answer the service agent's question during the call. They read the member's account, find the clause and the chart version in force on the date that matters, replay the points line by line and pin every value to its source. A checker reads each answer against every source before it is shown; when two documents disagree it says so, shows the outcome under each reading and sends the conflict to the Program Rules Manager. A next-step agent proposes what to do inside the agent's authority — open a status review, send a written summary — and nothing happens until the person approves. Wrong-answer flags are traced to their cause and every conversation that got the same answer; signed clarifications are replayed on every member and past answer, with call-backs for the supervisor to approve.

Transcript

  1. Frequent Flyer Member Service Assistant answers member questions on accounts and rules with sources for service agents.
  2. Loyalty pays. One carrier's card cash is four times its operating income.
  3. Goal member Graham Ellison calls Nadia at Corvain Airways.
  4. Why didn't his Athens partner flights count toward platinum?
  5. The agents replay his earning.
  6. Class G, basic, zero qualifying points.
  7. Every value cites its source.
  8. Section 4.3, the partner's chart, his flights.
  9. But the partner's change covers only tickets issued from July.
  10. His was June. So it flags the rule as unclear and suggests a status review.
  11. Nadia offers it. Her supervisor approves with a reason code and signature.
  12. The rule's manager clarifies it.
  13. 64 members get a call back.
  14. Every answer cited, every decision signed, every step logged.
  15. The goal calls 10% shorter, one answer for every agent.
  16. Built on Botminds: agents, data, screens, and governance on one platform.

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