American's CS going automated with AI bots

[SWAMECH]

I really hope they would rethink doing this. SWA tried it a long time ago when they closed the San Antonio Customer Service Center and went with the bots. Didn't last long as they reopened and fully staffed another CSC because they seen how much more personal it was for customers to deal with live people. Pretty sure AA's customers will voice their opinions loudly, and AA might go back to live folks just like SWA did a long time ago.

American Airlines' Solution to Customer Complaints Is Concerning

Should you find yourself traveling with American Airlines , let's all hope you don't experience anything worth complaining about. Earlier this year, travel site One Mile at a Time revealed an automated email response that the international airline sent out in response to customer complaints...

www.yahoo.com

 

[CorvetteMan]

Southwest Airlines To Close Reservation Centers As Agents Go 100% Remote

The carrier is making important decisions regarding its offices.

simpleflying.com

 

[eolesen]

Both are mistakes. You can't realistically expect newhires to work remote. Using AI to suggest a response I can see, but not having someone review the response is only going to piss customers off even more than they already are....