AI Integrated Workflow for Real Time Flight Status Management

Real-Time Flight Status and Disruption Handling

1. Customer Inquiry Initiation

1.1. Channels of Inquiry

• Website Chatbot
• Mobile App Notifications
• Social Media Platforms

1.2. AI Tools Utilized

• Natural Language Processing (NLP) for understanding customer queries.
• Chatbot frameworks such as Dialogflow or Microsoft Bot Framework.

2. Real-Time Flight Status Retrieval

2.1. Data Integration

• Connect to APIs of airlines and airport databases.
• Utilize AI algorithms to aggregate and analyze data.

2.2. AI Tools Utilized

• AI-driven data analytics tools like Tableau or Power BI for visualization.
• Flight status APIs such as FlightAware or FlightStats for real-time updates.

3. Customer Notification System

3.1. Disruption Alerts

• Send automated notifications via email, SMS, or app alerts.
• Provide alternative options if flight disruptions occur.

3.2. AI Tools Utilized

• AI-powered communication platforms like Twilio for SMS and voice alerts.
• Push notification services integrated into mobile applications.

4. Customer Support Interaction

4.1. Escalation Process

• AI identifies complex issues requiring human intervention.
• Route inquiries to human agents when necessary.

4.2. AI Tools Utilized

• AI-driven CRM systems like Salesforce Einstein for case management.
• Sentiment analysis tools to gauge customer emotions and prioritize responses.

5. Feedback and Continuous Improvement

5.1. Data Collection

• Gather customer feedback post-interaction through surveys.
• Analyze data to identify trends and areas for improvement.

5.2. AI Tools Utilized

• Machine learning models to analyze feedback data for actionable insights.
• Customer experience platforms like Medallia or Qualtrics for feedback management.

6. Reporting and Analytics

6.1. Performance Metrics

• Track response times, customer satisfaction scores, and resolution rates.
• Generate reports for management review and strategy adjustments.

6.2. AI Tools Utilized

• Business intelligence tools like Google Data Studio for reporting.
• AI-based analytics solutions to predict future disruptions and customer needs.