Missing Miles Claims Processing demo

What the demo shows

Validates retro credit requests against ticket and flight records, for loyalty service teams

Seven agents read every missing-miles claim, find the ticket coupon, the lifted value and the boarding or partner flown record, and draw the match line by line. A Mismatch Explainer says why a field differs — one letter in a surname, the arrival date of an overnight flight, a codeshare or old merger flight number, a downgrade — and cites the rule. An Earnings Calculator works out miles and the tier bonus and credits on its own only inside an auto-credit limit the service lead sets, back-tests and the Head of Loyalty approves; a daily sample comes back to the lead and any auto-credit can be reversed. A Claim Guard checks every other account and holds fraud patterns for the fraud team; a Partner Agent queries partners, notices late files and builds accrual bills; a Notice Writer tells the member why. Above the limit and for every denial, a person signs with a reason code.

Transcript

1. 0:00Missing Miles Claims Processing checks retro-credit claims against tickets and flights for loyalty teams.
2. 0:09Most airlines still key these claims by hand.
3. 0:14Overnight, the agents credited 1,016 of 1,284 claims.
4. 0:21Marina Hartwell, a Gold member, says her flight to Frankfurt never credited.
5. 0:28Her claim sits beside the ticket and boarding record, a line per field.
6. 0:34Two differences, both express, a missing letter in her name, and the arrival date.
7. 0:426,318 miles inside Grace's limit, credited and Marina told.
8. 0:51Grace checks it in today's sample and adds a note for next time.
9. 0:57Above the limit, Grace decides, a downgraded business ticket credited at the class flown.
10. 1:05People set that limit, back-tested and approved by the head of loyalty.
11. 1:09Every value cited, every decision signed and logged.
12. 1:17Result, 8 in 10 claims credited in minutes, not days and none twice.
13. 1:25Built on Botminds: agents, data, screens and governance on one platform.

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