Airline · General

Airline agent assistant AI

An airline agent assistant is an AI co-pilot for gate agents and contact-centre staff that replaces five systems and a policy binder with one screen. It loads the passenger's PNR, loyalty tier, past disruptions and open cases automatically, recommends the next best action within fare rules and current policy, and executes it straight into the PSS or DCS in a single click — then writes the case notes itself.

Book a Strategy Call More Airline agents

40%

lower average handle time on complex cases

1 screen

instead of five systems and a policy binder

Consistent

policy-compliant outcomes across every agent and shift

The problem today

Agents jump between reservations, loyalty, baggage and CRM systems mid-call, adding handle time while the passenger waits.
Policy and fare-rule answers depend on individual experience, so two agents give two different outcomes for the same situation.
During disruption, newer staff have no consistent playbook for misconnections, cancellations and compensation entitlement.

Who it is for

Airline teams running general who want the agent journey automated end-to-end.

The agent ships pre-trained on airline workflows, then is grounded on your own products, policies and systems — deployed on web, app, WhatsApp and voice with full audit logging and human handover.

How it works

Step 1

Agent opens a case

The assistant loads full passenger context automatically from the PNR, call ID or gate scan.

Step 2

Surfaces the next best action

It recommends the compliant option — rebook, refund, upgrade, escalate — with the governing policy cited inline.

Step 3

One-click execute

The chosen action is pushed straight into the PSS/DCS without re-keying anything.

Step 4

Auto-document

Case notes, disposition codes and follow-ups are generated and filed after every interaction.

What the agent does

Unified passenger view

PNR, loyalty tier, ancillaries, past disruptions and open cases on one screen — no tab switching.

Rebooking & reissue

Suggests valid reissue options inside fare rules and books them in a single action.

Policy & SOP lookup

Answers "what is the rule for X" instantly, cited to the current published policy version.

IROP playbooks

Steps agents through delays, cancellations and misconnections in a consistent, auditable sequence.

Real-time translation

Live two-way translation so any agent can serve a passenger in their own language.

Call summarisation

Generates case notes, sentiment and next steps automatically at the end of each contact.

Frequently asked questions

Does it replace agents?

No — it is a co-pilot. It removes lookup and data-entry work so agents spend their time on judgement, service recovery and the passenger in front of them.

How does it stay accurate on policy?

It is grounded on your current published policies and fare rules, and every answer cites the source version so agents can verify before acting.

Can it write back to the PSS?

Yes. Approved actions are executed directly in the PSS/DCS through secured APIs, with the agent's identity recorded on every transaction.

How quickly can new staff use it?

Most airlines report new agents reaching competency far faster because the playbooks and policy answers are surfaced in the flow of work rather than in training manuals.

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