Frequent Flyer Program Migration demo

What the demo shows

Matches and merges member accounts when loyalty programs combine after an airline merger

Eight agents prepare each batch overnight. The matching agent finds and scores the pairs with their reasons; a second-look agent checks every match another way and argues 'two people' first; fraud watch holds pairs whose contact details changed just before the move. The conversion and tier agents convert points under the signed rate, map levels so nobody goes down, and tie points, miles and liability to the cent. The notice agent writes each member's before-and-after notice, the retention agent protects top-tier members at risk of leaving, and the move agent runs the signed batch and keeps a snapshot. People approve the rules, decide the hard pairs as patterns after reading samples, and sign each batch; any wrong merge is undone in one signed step.

Transcript

1. 0:00Frequent Flyer Program Migration.
2. 0:03Agents merge member accounts when airline loyalty programs combine.
3. 0:09For loyalty teams, past U.S.
4. 0:12program mergers froze members' miles for up to a week.
5. 0:17Tonight is batch seven.
6. 0:20Here are Maria Delgado's two accounts, merged in the middle.
7. 0:25Every value is cited.
8. 0:27Her points convert at one and a quarter, and silver stays silver.
9. 0:33Ask if she flew on both at once.
10. 0:36No, and the agents cite the flights.
11. 0:41Nearly 4,000 payers need a person, grouped into eight patterns.
12. 0:47A father and son share a name and address, so the agents say keep them apart.
13. 0:54Tom agreed. Rachel reads the samples and adds her signature.
14. 1:01She checks every point is accounted for and approves batch 7.
15. 1:08Every decision is cited, signed, and logged.
16. 1:11Any merge can be undone.
17. 1:16So far, 2.3 million members moved and not a point lost.
18. 1:22Build on Botminds, agents, data, screens, and governance on one platform.

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