Use case · Airlines
Absorb the call spike the moment weather hits.
Rebooks passengers, answers flight status and baggage questions, and handles check-in support during irregular operations, when call volume multiplies overnight.
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Built around the conversations your buyers actually have.
The plays your team runs every day - handled end to end by an AI voice agent built for your industry.
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Built around the conversations your buyers actually have.
01
Delay rebooking
Walks passengers through standard rebooking options during weather delays and cancellations, at any volume, without a growing hold queue.
02
Flight status & gates
Answers real-time flight status, gate, and delay questions instantly, pulled directly from your operational data feed.
03
Baggage & check-in
Handles baggage inquiries and check-in support calls around the clock, including outside contact center staffed hours.
04
Context handoffs
Routes fare disputes, compensation claims, and special assistance requests to a live agent with the full call history attached.
Capabilities
Everything the agent does on the call,
built in.
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Call volume for airlines is a spike problem, not a steady one
A single ground stop or weather delay can turn a normal call queue into a multi-hour hold time, right as the passengers calling are the most frustrated. Staffing a contact center for the worst day of the quarter is expensive; staffing for an average day means every irregular operations event overwhelms it.
Harmony absorbs that spike. It answers flight status and gate change questions instantly, walks passengers through standard rebooking options during delays and cancellations, and handles baggage and check-in questions around the clock. Complex cases - fare disputes, denied boarding compensation, special assistance requests - route to a live agent immediately, with the passenger's flight and prior conversation already attached.
Frequently asked questions
It can walk passengers through standard rebooking options during delays and cancellations at any call volume, and hands off cases needing a policy exception or manual override to a live agent with full context.
Yes. Call volume during a weather delay or ground stop can run many times a normal day's volume, and the agent answers every one of those calls at the same quality regardless of how many callers are already in queue.
Routine baggage status and check-in questions are answered directly, at any hour. Compensation claims and disputes are transferred to a live agent along with the passenger's flight details and everything already discussed on the call.
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