AGENTIC AI
Agentic AI — Airline Customer Service
Business challenge
Airline customer service operations handle diverse passenger requests, often requiring information retrieval, decisions across multiple systems, and coordination with customer service teams. Traditional automation alone cannot address every variation or exception in these interactions.
Role & responsibilities
As a Business Analyst, I participated in an Agentic AI initiative focused on airline customer service. My involvement covered understanding business workflows, reviewing agent capabilities and operational scenarios, and supporting the alignment of automation behavior with business requirements and human oversight.
Technologies & approach
The solution uses AI agents to interpret passenger requests, coordinate workflows, and interact with enterprise capabilities through controlled integrations. Requests outside the agent's scope are escalated to designated customer service teams. Human approval is incorporated where required, while additional information and follow-up actions can be handled through structured interactions with those teams.
Business impact
The initial capabilities have been implemented and the solution is operating in selected call centers, with a phased expansion planned for additional locations. The architecture supports the gradual introduction of new capabilities through additional tools and integrations, while maintaining human oversight for decisions that require it.