Add interactive messaging as an option, to serve today’s customer needs and stay competitive. Meet customers on the digital channels they choose. Drive digital adoption.
Manage asynchronous customer-agent interactions and full bot automation in a unified platform, enabling more customer self-serve for simple issues and more agent focus on complex issues.
Provide a best-in-class experience for American Airlines customers.
Following extensive market study and an RFP, American Airlines selected the ASAPP platform to serve their omni-channel strategy, citing these key reasons:
Strong technology, true AI
“Everyone says they do ML—but at ASAPP it’s the foundation, not 20-year old technology with an ML bolt-on,” Kevin MacFarland explains.
Great UI for agents and customers
The team was particularly impressed with the ease of use of the agent desk.
They appreciated that ASAPP actively listens, takes feedback, and works collaboratively.
The American Airlines team is excited about continued collaboration with the ASAPP team to optimize their program. Plans include integrations with other systems to provide both machine learning models and agents with more context to serve customers.