The CX Express: A 5-Minute Journey To Better Customer Experiences -
United Airlines has soared to new heights with its Agent on Demand customer service platform — providing fliers with easy, contact-free access to real-time information and support. The platform, powered by Acquire conversational customer experience technology, was recently recognized by the ICX Association Best Emerging Technology at its annual Elevate Awards on July 15.
Accessible through any mobile device via call, text or video chat, Agent on Demand connects customers with live agents to answer questions ranging from seat assignments to boarding times. The service is available at United’s seven major hubs in the United States, including Chicago O’Hare, Denver International, Houston/George Bush Intercontinental, Los Angeles International, Newark Liberty International, San Francisco International, and Washing Dulles International airports.
“This innovative technology dramatically enhances our excellent customer service delivery tools as United customers fly our global network. I’m genuinely grateful to be accepting this award on behalf of United Airlines and the great cross-functional team that has helped deliver and execute this new capability,” said Rob Bence, Director of Digital Technology at United Airlines in a video statement.
The program is a cornerstone of United’s larger digital transformation effort, accelerated against the backdrop of COVID-19. The crisis forced the company to address a host of new challenges brought on by the pandemic, as grounded airlines struggled to survive and remain competitive in a flailing market.
According to the International Air Transport Association, demand for air travel decreased by 65.9 percent in 2020, compared to the year prior — and for those who were still flying, the air travel experience was more turbulent than ever before.
In response, United embraced innovation. By choosing to partner with Acquire to power the Agent on Demand platform, rather than build it internally, the airline fast-tracked its projected timeline — quickly launching the program late last year across all its hubs, in just a matter of months.
“We’d like to congratulate United Airlines on this well-deserved recognition for best emerging technology,” said Amrit Dhangal, COO and co-founder at Acquire. “True customer experience innovation starts with meeting your customers where they are, and that was exactly United Airlines’ approach with Agent on Demand. We’re excited to power projects like Agent on Demand, as they show the power of using technology to meaningfully transform the customer experience.”
Whether at home or at the gate, thousands of United customers have used Agent on Demand, resulting in shorter airport queues, faster resolution speeds, and an increase in passenger satisfaction. Customers can bypass lines and communicate with agents from anywhere in the airport, effectively decreasing the facetime that air travel often requires.
To access the Agent on Demand service, fliers scan a QR code that instantly connects them with an airport agent through text, voice, or video, minimizing the wait for a physical airport agent and allowing that agent to focus on other pre-departure duties. More than 100 languages are integrated into the chat function, translating the customer’s preferred language into English for one of the 130 agents who use the platform.
For more information about how United Airlines is transforming the passenger experience, check out this webinar: https://acquire.io/webinars-events/united-airlines/.
United's shared purpose is "Connecting People. Uniting the World." For more information, visit united.com, follow @United on Twitter and Instagram or connect on Facebook. The common stock of United's parent, United Airlines Holdings, Inc., is traded on the Nasdaq under the symbol "UAL."
Acquire is empowering companies to rise to the next wave of customer experience. The Acquire Platform provides the easiest and fastest way for businesses to simplify conversations and tools, personalize interactions, and build efficient workflows that put people — not channels or tickets — at the heart of service. Acquire has partnered with hundreds of customers across the globe in retail, financial services, and high tech. The company is backed by groups including S28 Capital, Fathom Capital, and Base10. To learn more about Acquire, visit acquire.io
Rohma Abbas is the Head of Content at Acquire. A former newspaper journalist turned marketer, Rohma is passionate about the power of storytelling and using voice & tone to build more human connections.