THE AA CHAT BEAUTIFUL STORY

This is

Chat Desk

01

IMPORTANT...

The Chat Desk is open 7 days a week from 7am – 830pm CT. the customer must first be an AAdvantage® member. Next, they can use the American Airlines app or the AA.COM full site. Customers tap the chat bubble icon and they instantly connect to the Chat desk. Once connected, customers may state the reason of their call.

CHAT ACCESS

Customers tap the chat bubble icon and instantly connect to the Chat Desk.

Click here 1

Click here 2

03

VIRTUALASSISTANT (VA)

Users will type what they need help with and the VA will try to assist for the customer to self-serve. Depending on what the customer types, it will be forwarded to Reservations for further assistance. The program can answer the question for the customer, provide a link to allow the customer to self-serve online, or refer the customer to a phone channel assist with flight info and baggage.

The Virtual Assistant (VA)...

- Answer the question to the customer- Provide link for customers to self-serve- Refer the customer to a phone channel - Flight Info - Baggage - Reconfirm

The VA may route the question to a chat rep in one of the following departments:

ReservationsCustomer Relations (CR) AAdvantage Customer Service (ACS)

Help and guide...

The VA provides information, so the customer can continue navigating on their own. Help and guide is our motto. In the event the customer needs more specific help, we can check a PNR/VCR/AADV number to answer. We can view the details but should not do anything that would require a modification of a PNR and need credit card information and End and Retrieve (ER).

04

VA is integrated with Net Tracer to pull baggage information. When a customer asks a question about their bag, the VA will look up the information in Net Tracer and provide the answer to the customer. If the VA cannot answer the question, we can assist the customer with self-service on aa.com. Integration does not mean that you will not receive any baggage questions. There may be pre-travel baggage questions that are routed to you. For example: “What is my baggage allowance?”. In some instances, customers may state “agent” repeatedly to receive a Chat Desk representative rather than giving the VA a chance to help them.

VIRTUALASSISTANT

is our

HELP

motto!

and GUIDE

THANK YOU!