We analyzed the issues with the current Passenger Service System.
A typical mid-sized or large airline has operations spread across multiple cities, countries and geographies, with hundreds or even thousands of agents being involved in day-to-day activities, such as booking, ticketing, check-in and more. Agents need to be aware of the specific operating procedures, especially security-related, applicable for each country. Apart from the regular tasks, they need to know procedures to be followed during emergencies, threats, attacks or disruptions. Due to these reasons, it is imperative for the airline to have a robust agent reference system that can be looked up by their agents.
Most of the airlines still use legacy mainframe Passenger Service System (PSS) as a common platform that is referred across the globe by all agents. These reference systems need cryptic mainframe entries to view or update data. With the lack of word processing facilities in mainframe, it is tedious to edit, copy and perform other functions typical of any content management system. This limits the airlines in publishing changes to their policies and procedures in a fast and effective manner. With outdated policies and procedures, airline agents find it problematic to handle customers and provide them the incorrect information at times, subsequently leading to customer dissatisfaction and loss of trust on the airline.
Events in the past like the 9/11 attacks and the current COVID-19 pandemic situation have reemphasized the need to adapt to emergency situations, and for information to be disseminated to their agents. This becomes challenging with the current legacy reference system.
We built AWS-based Agent Virtual Assistant
Agent Virtual Assistant (AVA) is a chatbot with simple and intuitive interface providing agents quick access to their airline reference system, reports, and weather details and predictions. Structured based on categories, subjects, pages and page contents, it helps agents to quickly traverse through and reach the page they need.
AVA leverages –
Multifold benefits offered by AVA
Improved, engaging experience
Intuitive and easy-to-use interface with simple button clicks
Ability to publish changes to airline policies
Easy replay of previous commands/options to navigate to a different page
Can be easily configured for any content management system which follows a category, subject and page structure
No changes to the code once set-up