Airline agent assist that answers policy and trip questions live on every call, applied to the caller's booking and cited to its source
Every answer on the call cited to the current policy, and calls about 10% shorter.
See one case, screen by screen ↓Airline Agent Assist is real-time agent assist for an airline's reservations contact center: it answers reservation agents' policy and trip questions live, with the source, on every call. Seven AI agents listen to the call, read the caller's booking, answer from the airline's current policy pages and, on regulated topics, the DOT rule, check every answer a second time and prepare the change. The reservations agent decides what to say and confirms every action.
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A reservations agent answers questions that live on hundreds of policy pages — pets and service animals, bag fees, same-day changes and standby, unaccompanied minors, refunds, disability assistance. The caller asks; the agent types keywords into the airline reservations knowledge base, scans a page that may be out of date, checks the PNR in another window for the seat, the aircraft, the flight time and the tier, and combines the two in their head. Then come the SSR, the EMD, the seat move and the after-call notes.
The risk is the answer that is right in general and wrong for this trip — a pet carrier booked into a bulkhead seat — or right yesterday and wrong today, because two versions of a fee were live at once. On service animals, refunds and disability the answer must match the DOT rule. And when a page is wrong, the content team hears about it days later in a chat channel, and nobody knows which callers were told the wrong thing.
Estimated split of a typical policy call of about nine minutes, by hand and with the agents beside the call.
Seven agents listen, read the trip, answer from the policy and check each answer; the agent decides what to say.
Thursday, October 15, 2026, 10:42 CT. Jolene Marsh, a Corvane Club Silver member, is flying CV 2210 Denver to Boston on Friday, October 23, with her emotional support dog, Biscuit. Renée Castillo takes the call at the Dallas reservations center. Here is what happens, screen by screen, in the working solution.
Renée's Today screen shows 18 calls so far, her handle time 7:48 against the center's 8:07 and 9:02 before the assist, and 52 of 54 answers used, 2 of them edited before she said them. Jolene Marsh has waited 0:42, identified by phone; Trip Facts has already read her booking. What changed since her last shift sits beside it: the pet fee goes to $175 on November 1, and the flag she raised on tarmac delays was confirmed and fixed.
Policy Answerer, 07:02: “Three pages changed since your last shift; the one you will hear most is the pet fee — $150 until Nov 1, then $175 for pets added from that date.”
As Jolene speaks, the first answer appears in the rail beside the conversation, 97% and checked: no — since January 11, 2021 DOT counts only trained service dogs as service animals, so Biscuit travels as a pet in the cabin, $150 each way, $300 round trip, in a carrier up to 18 × 11 × 11 inches. The Answer Checker adds what a page alone would miss: seat 8D is a bulkhead, with no seat in front for the carrier, and 11D is open in the same cabin. Cabin pets: 2 of 6 booked on CV 2210.
“Prepared for you — nothing changes until you confirm”: Add pet to both flights · $300 · Move to 11D · Send service-dog form.
Jolene asks whether Biscuit can go as a service animal. The rail marks the topic regulated and answers from 14 CFR 382.3, 382.73 and 382.75 and Corvane's own service animal page: only if the dog is individually trained to perform a task for a disability, and then she flies free with the DOT Service Animal Air Transportation Form, which Corvane may ask for up to 48 hours before departure. CV 2210 is 4 h 42 min, under 8 hours, so no relief form.
“Regulated topic. Don’t ask about the disability; you may ask what task the dog is trained to perform. You decide — the agents don’t judge eligibility.”
Biscuit is not task-trained, so Jolene asks to add her as a pet — she heard the fee is going up. The rail answers with both values: $150 today, $175 each way for pets added on or after November 1, 2026. The change was approved on October 9 by Elena Brooks, and until it takes effect the agents show both, so adding Biscuit now keeps $150 each way.
You could say: “Adding her today keeps the $150 — the new fee only applies to pets added from November 1.”
Jolene is a Silver member, so Renée types to the rail: “Can I waive the pet fee for a Silver member?” The answer comes back cited to the Club benefits page and the fee waiver authority page: Silver has no pet-fee waiver, her own authority for pet fees is $0, and a supervisor can approve a goodwill waiver up to $500 with a reason code. A button to ask a supervisor is ready if she needs it.
“No — Silver has no pet-fee waiver.” · 96% · checked
Renée clicks Add pet to both flights. The Next Step Planner shows every change before it happens: the PETC special request on CV 2210 and CV 2215, an EMD of $150.00 on each flight to the Visa ending 2208, and the seat on CV 2210 moved from 8D to 11D at no charge. She confirms, and it is done in the reservation.
“Confirm · charge $300.00” — the agents prepare; only the person on the phone commits.
Renée ends the call at 6:58, against the center's 9:02 baseline. The Note Writer has drafted the call note in 58 words, citing the pet page and the federal rule, the disposition “Pet in cabin — added”, the PNR remark and two follow-ups: the pet travel checklist by app message and a reminder 48 hours before CV 2210. Renée edits what she likes and saves it to the case and the reservation, so her after-call work is a read and a save.
“The Note Writer never saves on its own.”
Dylan Reyes marked an answer wrong at 09:12: the rail had told a Gold member that same-day standby costs $75 each way. The Answer Checker found the cause — two pages disagree: the fee schedule still lists $75 for everyone, while Club benefits waived it for Gold and above on October 1. It traced the impact: 141 calls since October 1, 61 agents who gave the answer, 38 members charged $75, $2,850.00 in all. Each proposed fix needs a person.
“The Answer Checker investigated each one — the cause, who heard it and the fix. You decide.”
The page fix, CH-311, adds the Gold, Platinum and Diamond waiver to line 22 of the fee schedule. The Policy Watcher shows what changes: 18 test questions cover it, 3 live answers change, 141 calls heard the old answer and all 2,380 agents will see the new one. It re-runs the 412 test questions — 18 affected, 18 pass, 0 regressions — and only then can Elena approve and publish with a reason.
“Run the test questions first — a change cannot go live untested.”
Marcus sees every waiver, refund batch and CRO hand-off with what the agents found and the time left. A goodwill pet fee waiver of $150 for a Platinum member whose earlier flight was canceled has 1:08 left; a $212.40 bereavement fare difference has 20 seconds. Two seat and bag fee refunds are required under 14 CFR Part 260, not waivers. He approves each with a reason code; the refund batch for the 38 Gold members waits for him too.
Next Step Planner: “W-2291 and W-2287 are refunds the rules require, not waivers — approve them with RQ-01.”
The same calls, seen by five of the people at Corvane Airways who carry them — what the work looked like, and what working with the agents looks like now.
Seven agents listen, read the trip, answer from the policy and check each answer; the agent decides what to say.
Transcribes the call, picks up each question and its intent, and masks card numbers and security codes before anything is stored.
Reads the caller's booking: segments, seat and seat map, aircraft, flight time, flight status, loyalty tier, special requests, cabin pet counts and payments.
Answers each question from the current policy pages, the fee schedule and the rules, applied to the trip, with the passage, a confidence and the effective dates — and both values when an approved change has a future date.
Re-reads every answer against its sources and the booking before it is shown, and investigates wrong-answer flags: the cause, the calls and callers affected, and the fix for the page owner.
Prepares the actions an answer leads to — add a pet and its fee, move a seat, send a form, request a waiver, open a CRO case — showing exactly what will change and what it costs.
Drafts the call note, the disposition and the reservation remark from the call and the actions taken.
Watches the policy and fee pages for change and conflict, re-runs the 412 test questions before a change goes live, and flags pages older than 12 months.
Decides what to say and confirms; supervisor approves waivers. The agents propose; a named person decides.
The reservations agent can type a question the caller didn't ask. Every answer comes back cited, checked and applied to the trip on screen.
Can I waive the pet fee for a Silver member?
No — Silver has no pet-fee waiver. Your waiver authority for pet fees is $0; a supervisor can approve a goodwill waiver up to $500 with a reason code.
Is there room for her dog on both flights?
Yes — 2 of 6 pets booked on CV 2210, 1 of 6 on CV 2215. Up to 6 pets per Main Cabin; counts read at 10:42.
What size carrier does she need?
Up to 18 × 11 × 11 inches, soft-sided. It must fit under the seat in front; on the A321neo every Main Cabin seat except row 8 has room.
Does she need the relief form?
No relief form for CV 2210. The relief attestation is only for segments of 8 hours or more; CV 2210 is 4 h 42 min.
13 screens from the working solution, on its sample data. Pick one to see it large.
How sure the agents must be, who may waive what and which rules are locked on are settings. Every change needs a reason and is on the audit trail.
| Setting | Default | Choose from |
|---|---|---|
| Show an answer at or above | 85% confidence | Any confidence line; below it the rail says “not sure” and shows the closest pages |
| Hold an answer when the Answer Checker disagrees | On | On · off — when on, the agent sees “checking” instead |
| Regulated topics need the rule and Corvane's page | Locked on | Refunds, service animals, disability, tarmac delays |
| Pet fee waiver authority | Agent $0 · senior agent $75 · supervisor $500 | A dollar limit per role; above the supervisor's goes to the duty manager |
| Approval target while a caller holds | 2 minutes | Any target; the supervisor sees the time left on each approval |
| Offer the Complaints Resolution Official on any disability complaint | Locked on | 14 CFR 382.151 |
| Show both values when a signed change has a future date | On | On · off — e.g. pet fee $150 → $175 on Nov 1 |
| Mask card numbers and security codes in transcripts | Locked on | Payment card rules |
Every figure is labelled: a target the solution is built to, an estimate, a typical published result, or a proven one.
“demo” = seen in the working solution, on its sample data · “target” = the design goal, measured in the live solution · “estimated” = our estimate · “typical” = published figures (a vendor-published case study of a US carrier's 48-agent, 51-day pilot — handle time −10%, about $100,000 a year per second of handle time; 49 U.S.C. 46301 as amended by the FAA Reauthorization Act of 2024 — up to $75,000 per violation; 14 CFR 382.3, in effect January 11, 2021, on service animals; 14 CFR 382.151 on the Complaints Resolution Official). Corvane Airways, its flights and the people named on this page are fictional — characters and sample data in the working solution.
Airline Agent Assist is real-time agent assist for an airline's reservations contact center: it answers reservation agents' policy and trip questions live, with the source, on every call. Seven AI agents listen to the call, read the caller's booking, answer from the airline's current policy pages and, on regulated topics, the DOT rule, check every answer a second time and prepare the change. The reservations agent decides what to say and confirms every action.
The Call Listener picks up each question as the caller speaks, Trip Facts reads the PNR, seat map, flight and tier, and the Policy Answerer answers from the current page with the passage and its effective dates. The Answer Checker re-reads the answer against the source and the booking before it reaches the rail, and the Next Step Planner prepares the next step — add the pet, move the seat, send the form — for the agent to confirm.
As a regulated topic under 14 CFR Part 382: the answer must cite the rule — 14 CFR 382.3, 382.73 and 382.75 — and the airline's own service animal page. In the working solution it says a dog flies free as a service animal only if individually trained to perform a task for a disability, with the DOT Service Animal Air Transportation Form, and reminds the agent not to ask about the disability. The agents never judge eligibility; the agent decides.
The agent marks it wrong with a reason, and the Answer Checker finds the cause, every call that heard the answer and the callers affected, and drafts the page fix. In the working solution one flag on a standby fee found 141 calls and 38 members charged $75. The page owner signs the fix only after the 412 test questions pass, a supervisor approves any refund, and every agent who gave the answer is told.
In the working solution's sample center, average handle time is 8:07 against 9:02 before the assist, about 10% shorter, and the call told on this page takes 6:58. Answers appear without a search, the trip check is done for the agent and the note is drafted. At about $100,000 a year per second of handle time, the value one US carrier gave in a vendor-published case study, a cut of that size at a large carrier's call volume is worth an estimated $5 million a year.
Yes. This airline contact center AI is an agent copilot, not an autopilot: the AI agents prepare and never commit on their own — they never speak to the caller, never change a booking until the agent confirms, never waive a fee and never publish a page. Waivers above an agent's authority go to a supervisor with a reason code, disability complaints go to the Complaints Resolution Official, and an answer the agent edits is kept on the record as it was said.
Yes. The confidence line (85% in the working solution), the checker hold, waiver authority by role, the approval target while a caller holds, which topics are regulated and rules such as showing both values for a future-dated change are settings. Each change needs a reason and is on the audit trail.
The Agentic Solution Engine builds and deploys it from your requirements and documents — your policy pages, fee schedule, waiver rules and a set of test questions — and it goes live once every quality gate has passed. Setup connects telephony, reservations and the policy pages, then a pilot group before the rollout. We will walk you through it on your own calls first.
Every disrupted passenger rebooked and told before reaching the counter.
1-min demoAirline Refund AutomationEvery refund decided inside the DOT clock, each with its rule and its proof.
1-min demoEU261 Claims ManagementEach claim paid or refused on the flight’s own record, with evidence a court accepts.
1-min demoWe'll run Airline Agent Assist on your own policy pages, fee schedule and a sample of recorded calls.