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Nobody wants to be on hold with the airlines.
Charlene Coleman, MD of Alliances and Strategic Partners at Launch Consulting, shares a favorite real-world AI use case: agentic AI in the airline industry.
When applied well, AI is doing more than automating a call—it’s learning, anticipating next steps, and acting on behalf of humans to move conversations forward faster.
Key takeaways:
Connect with a Navigator to explore how you can optimize your own infrastrucutre with agentic AI.
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Transcript:
One of my favorite use cases when you think about AI in the call center is in the airline industry.
I cannot stand to be on hold with the airlines. You think about the airline that is AI forward, AI first, and they're applying it in the right way.
That queue time of 20 minutes to find out if I can change my flight right and still get a good seat, just collapses, right?
Because that system is not only automating the calls in the queue ahead of me, it's learning and it's learning how to move the call forward to the next step, the next phase, right?
A agentic AI in that scenario is not only, again, automating the response, it's thinking about what the next step should be and taking the next step, but the human would typically have to intervene and take for it.
Nobody wants to be on hold with the airlines.
Charlene Coleman, MD of Alliances and Strategic Partners at Launch Consulting, shares a favorite real-world AI use case: agentic AI in the airline industry.
When applied well, AI is doing more than automating a call—it’s learning, anticipating next steps, and acting on behalf of humans to move conversations forward faster.
Key takeaways:
Connect with a Navigator to explore how you can optimize your own infrastrucutre with agentic AI.
----------------------
Transcript:
One of my favorite use cases when you think about AI in the call center is in the airline industry.
I cannot stand to be on hold with the airlines. You think about the airline that is AI forward, AI first, and they're applying it in the right way.
That queue time of 20 minutes to find out if I can change my flight right and still get a good seat, just collapses, right?
Because that system is not only automating the calls in the queue ahead of me, it's learning and it's learning how to move the call forward to the next step, the next phase, right?
A agentic AI in that scenario is not only, again, automating the response, it's thinking about what the next step should be and taking the next step, but the human would typically have to intervene and take for it.
