Frequent flyer inquiry automation

Purpose

1.1. Automate responses to frequent flyer inquiries (point balances, status upgrades, miles redemption, partnership rewards, eligibility, latest offers) from passengers across multiple digital channels.
1.2. Streamline customer interactions by retrieving personalized account data, applying eligibility logic, issuing real-time responses, and escalating issues if needed.
1.3. Reduce wait times and operational load by minimizing the necessity for manual handling of routine loyalty program questions.

Trigger Conditions

2.1. Incoming query detected via SMS, email, web form, chat, or voice.
2.2. Keyword(s) such as “frequent flyer,” “miles,” “loyalty points,” “status,” or “upgrade” present.
2.3. Request initiated through official airline mobile app or customer portal.
2.4. API webhook event for inbound contact via integrated CRM or helpdesk.

Platform Variants

3.1. Twilio
• Feature/Setting: SMS webhook; configure phone number to forward inquiries to automation endpoint.
3.2. Zendesk
• Feature/Setting: Trigger automations on new support tickets with designated tags or subject lines.
3.3. Salesforce Service Cloud
• Feature/Setting: Configure workflow rule to intercept cases flagged as “loyalty program.”
3.4. Microsoft Power Automate
• Feature/Setting: Automated flow starts on new Outlook or Teams message with matching keywords.
3.5. Freshdesk
• Feature/Setting: Ticket automations for subject/body containing relevant frequent flyer terms.
3.6. SendGrid
• Feature/Setting: Inbound Parse Webhook set to forward emails with “frequent flyer” in body/subject.
3.7. Google Dialogflow
• Feature/Setting: Intent set to route recognized loyalty inquiries to webhook fulfillment.
3.8. Intercom
• Feature/Setting: Chatbot automated conversation path for specific loyalty-related queries.
3.9. Slack
• Feature/Setting: Workflow triggered on certain channel messages or slash command.
3.10. ServiceNow
• Feature/Setting: Agent Workspace script to route inquiries with account identifier for automation.
3.11. HubSpot
• Feature/Setting: Workflow automation for contact form submissions related to loyalty program.
3.12. WhatsApp Business API
• Feature/Setting: Automated message triggered by specific keywords in inbound message flows.
3.13. Genesys Cloud
• Feature/Setting: Architect bot flow triggers based on intent detection in calls/chats.
3.14. Amazon Connect
• Feature/Setting: Contact flow logic to route self-service frequent flyer requests.
3.15. Telegram Bot API
• Feature/Setting: Parse /points, /status, /upgrade commands and reply programmatically.
3.16. IBM Watson Assistant
• Feature/Setting: Dialog node for loyalty program; webhook for data lookup and reply.
3.17. Facebook Messenger Platform
• Feature/Setting: Configure bot to respond to “miles,” “status,” or custom quick replies.
3.18. Aircall
• Feature/Setting: Script tag for IVR routing based on spoken “frequent flyer” triggers.
3.19. Zoho CRM
• Feature/Setting: Workflow automation set on incoming customer requests flagged for loyalty.
3.20. Monday.com
• Feature/Setting: Automation recipe to assign inbound loyalty inquiries for auto-response.
3.21. Google Cloud Functions
• Feature/Setting: HTTP endpoint triggered by external webhook for real-time account retrieval.
3.22. SAP Customer Experience
• Feature/Setting: Workflow to process and reply to loyalty status inquiries via ticket system.

Benefits

4.1. Dramatically reduces time-to-response for frequent flyer members.
4.2. Ensures consistent, policy-compliant, up-to-date information delivery.
4.3. Frees support team for complex or high-value requests.
4.4. Builds brand loyalty through proactive, seamless, and 24/7 customer engagement.
4.5. Improves tracking and reporting of loyalty program interactions.