When using United Airlines, travelers can take advantage of a new customer service platform called 'Agent On Demand,' which allows them to chat with an agent via phone call, video, or live chat.
The platform was created to provide travelers with a convenient service option that allows them to receive answers and guidance without having to wait to speak to a gate agent. With this technology, the airline is able to not only increase satisfaction by providing more efficient access to customer service, but limit the contact between travelers and staff—therefore helping to reduce to spread of COVID-19. Customers can ask Agent On Demand for information regarding their flight status, seat assignments, upgrades, standby lists, rebooking, and much more. With compatibility with more than 100 languages, the platform is especially useful for those traveling internationally who would benefit from its translation and transcribing services.
Linda Jojo, United's Executive Vice President for Technology and Chief Digital Officer spoke to the importance of the platform, stating "Agent on Demand allows customers to bypass waiting in line at the gate and seamlessly connect with customer service agents from their mobile device, ensuring they continue to receive the highest levels of service while also prioritizing their health and safety."
Virtual Airport Agents
United Launched 'Agent on Demand' to Provide Contact-Free Customer Service
Trend Themes
1. Contact-free Customer Service - United Airlines provides contact-less communication with their Agent On Demand platform to minimize the spread of COVID-19.
2. Multilingual Customer Service - Agent On Demand's compatibility with more than 100 languages enables effective communication with international customers.
3. Efficient Access to Customer Service - Agent on Demand allows customers to easily connect with a customer service agent via phone call, video, or live chat, thereby reducing wait times at the airport.
Industry Implications
1. Air Travel - Airline companies can adopt similar contact-free communication platforms for enhanced customer service.
2. Technology and Digital Solutions - There is room for technological innovation in creating virtual customer service platforms that provide efficient and contact-free communication.
3. Language and Translation Services - Companies in the language and translation services industry can consider expanding their services to virtual customer service communication for international audiences.