Southwest Airlines Use Cases
Storyboard Text
- John
- Impact to John
- Johns Journey Start Point
- John is researching flights online from his office computer and has logged in with his Rapid Rewards Account
- Interacting with SWA
- SWA Virtual Agent says "Hello my name is Wanda, Im happy to assist you. Are you calling about the flight you were looking at on the web
- I sure am can you connect me with an Agent so I can book my flight
- My pleasure, hold for a moment so I can find the best agent for you
- John calls IFLYSWA to book flight
- Communicating with a SWA Agent
- Do I have any points available to book this flight?
- Hello John, my name is Ann. I see you are calling about a flight you were looking at on the web. Let me collect some information to get you authenticated so I can assist you?
- Agent Assist: message to check profile for available points
- Tells John they have 20,000 points available
- Authenticate Process- Name, email address, main phone number
- Frequent Flyer with SWA and a very loyal customer. Researches flights often via webpages and mobile apps. Rarely books using those methods as his time is limited and he prefers to talk live with an Agent
- Communicating with a SWA Agent
- Is that enough to cover the flight?
- Suggest option to use points money
- John is often in his vehicle driving so booking travel is best suited via a phone call. His time is limited as well as he doesnt want to miss important family events when at home. John prefers to leave work at work at the office or in car on the way home.
- Communicating with a SWA Agent
- Cover Early Bird Details
- Sure we have Early Bird available. The cost is 10 dollars for each flight, Would you like to take advantage of this?
- Thats okay I will stick with the original fare. Any chance I can board the plane early?
- John doesnt have time to complete the booking at the office, he rarely books online as he prefers to talk to a human
- Conversation
- John received personalized experience and doesnt have to navigate through menus and questions/answers to get to a live person.Remember John's time is valuable to him
- Show Happy Character with Problem Resolved as a Result of Using Your Product
- Ann answers call (using Workspace or CRM Connector) and is presented with relevant customer information in Salesforce CRMAnn knows why John is calling ***We could leverage Journey AI for Authentication***
- Offering up Suggestions/Alternatives quickly.
- Unfortunatly no, however we do offer an option to pay with points money now. Would you like to take advantage of that offer?
- Yes please, do you have any upgrades available?
- Tells John the details of fares and cost to upgrade
- Cover Anytime, Business Select Details
- Ann upsells and suggests additional services?AI summarizes and possibly loads that output to the SWA CRM
- Great lets do that
- Ask about Hotel and Rental Car Requirements
- Do you need a hotel or rental car reservation? Or is there anything else I can assist you with?
- No thanks
- Have a nice day and thank you for doing business with SWA.
- Summarize Transcript
- Key compliance items are highlighted
- John was able to save a bit of money by using some points, he was not aware of the option to use points/cash for tickets. He also was happy with how much the Agent already knew as to the reason of his call.
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