Message Analysis & Delay Compensation

Overview

In the aviation industry, delay compensation queries account for around half of the emails received by customer service teams at the moment. These queries are not just localized during pandemic situations or any event that causes disruptions in air traffic (example volcano eruption) but delays are relatively constant, are more of a burden and a regulatory requirement in the aviation industry.

Message Analysis and Delay Management solution uses AI / ML models to intelligently parse and read incoming emails to identify and categorise the content. It leverages Appian's Case Management capabilities to automatically route, mitigate manage and help agents determine compensation amounts for delays based on various regulatory authorities. Where all details match and can be determined, the system can automatically and without the need for an agent, provide a positive or negative determination for the delay thereby making the entire process “straight through”. Reliable metrics can be used to analyse and improve the quality of service and brand image.

Key Features & Functionality

Airline Customer Service Agents can configure the Airline, its delay and the Regulatory Body based on which the delay compensation is to be calculated
Delay Compensation Workflow: Route tasks to pre-configured departments for appropriate migration / remedial actions.
AI / ML based identification of customer and flight details, sentiments and other compensation information. Solution can automatically detect delay type and additional expenses incurred by the traveller based on email content
Integration with Flight Tracker and Passenger Details : Solution can integrate with Flight tracker systems to get the actual departure and landing details. Solution can also integrate with airline passenger information to determine authenticity of the request
If the system is able to match all the contents from the email to an eligible delay, then the request / claim is 'straight through' processed. If not, it remains as an open case with the agents to liaise with the passenger and help arrive at a decision

Benefits & Business Impact

The solution leverages Appian to have in-built Case Management features to:

Configure SLAs for each of the routed tasks
Raise clarifications on the delay, collate all communications between the agency and the customer
Upload relevant and supporting documents
Gather insights through real-time AI and Appian reports. This also helps in understand the customer satisfaction trends

The AI / ML models can also be re-trained to identify various delay types, message content thereby ensuring that this solution can identify more aspects to improve automatic decisioning