Imagine calling up your airline for flight information and you are greeted by your name, not by a live operator, but by a computer.
American Airlines is implementing the Remember Me technology which will recognize phone numbers and greet customers by name if they’ve signed up under American’s frequent-flier program, AAdvantage.
If the customer is booked on a flight that day, the system will offer the gate and flight information automatically.
The technology is made by Tellme, which Microsoft purchased last year.
Although it’s designed to save money by reducing the need for employees to handle calls, American spokesman Charley Wilson said that the intent is to “improve customer service, not cut jobs.”
Tellme executive Jamie Bertasi said companies nowadays are concerned with keeping customers happy while cutting costs. For a call center, the cost comes from training people. The technology “saves money by cutting the number of calls that require handling by an employee.”
{ 1 comment… read it below or add one }
If the customer is booked on a flight that day, the system will offer the gate and flight information automatically.
==================================================
How is this any different then checking online?