Project Panel
PoC tracking for an airline customer-service assistant focused on disruption handling, rebooking flow, and loyalty experience.
Initial PoC covers flight-delay notifications, self-service rebooking, and multilingual responses for premium and economy travelers.
Early pilot shows faster resolution time in service queues and better satisfaction for passengers affected by schedule changes.
Project Timeline Highlights
- Phase 1Collected airline support transcripts and mapped top passenger intents (delay, gate changes, missed connections).
- Phase 2Built PoC workflows for rebooking and voucher handling with guardrails for escalation to human agents.
- Phase 3Ran controlled pilot on selected routes and measured queue reduction and response consistency.
- NowPreparing scale-up plan for broader airport and app channel rollout with SLA monitoring.