01 / Customer Care
Approved knowledge, ready for review
Inspect published guidance, pending review, document audience, and source processing in the current staff workspace.
Customer Care · Airline customer service
Answer with approved guidance. Hand over with context.
Customer Care connects AI voice assistance with the people and procedures behind airline support. Help callers find relevant guidance, give representatives the conversation and source context, and keep follow-up moving in a shared workspace.
Email me the brochure (PDF · 6.8 MB)Inside Customer Care
The guidance, follow-up, and controls behind support.
Actual product interfaces with simulated demonstration data and FlightAtom presentation branding. Open a screenshot to inspect the workflow.
02 / Customer Care
Keep follow-up in view
The mobile browser prototype gives staff a scoped view of conversations and follow-up work. This capture uses synthetic people and records.
03 / Customer Care
Review records before deletion
Review the retention policy and its candidate records before activation. The interface keeps holds, active calls, and pending callbacks in view.
Capabilities
The details that keep work moving.
AI voice assistance, approved knowledge, human handoff, and callback follow-up.
Give callers a useful first response
AI voice assistance retrieves approved customer-visible guidance and follows reviewed decision guides. A request for a person or insufficient evidence takes the caller to the representative queue.
Hand over the conversation and its evidence
Representatives can inspect the call reason, AI transcript, notes, timeline, and historical knowledge evidence, then claim a waiting conversation and continue through their connected browser phone.
Control the knowledge behind an answer
Import supported documents, inspect extraction and English OCR, set audience and applicability, and publish reviewed source revisions. Search retains source and version references.
Review policy changes independently
Customer policies and operational advisories require a publisher other than their author. Related approvals and withdrawals can be reviewed together against exact document revisions.
Run queues around the staffed operation
Configure staffed hours, closed dates, queue deadlines, call-admission limits, and an overflow destination. Keep availability and conversation ownership explicit.
Keep callback follow-up accountable
Record the confirmed number and explicit permission for a callback. Give the work item an owner, follow-up notes, and a recorded outcome.
Inspect records and recovery controls
Use role-protected recording access, encrypted backups, separate audio archives, and retention previews with legal holds to govern support records.
Bring concierge handoffs into the staff workspace
The optional XENIA interface adds a desktop and mobile chat inbox with explicit claims, owned replies, and closure, alongside role-protected concierge administration. XENIA retains its own concierge service and records.
Applied AI
Useful answers start with governed sources.
Voice assistance combines natural conversation with scoped evidence and explicit procedures. People control the knowledge that is published and the work that needs a representative.
Retrieve applicable guidance
Audience, effective dates, route, fare, and language context constrain the evidence returned to the voice assistant. The knowledge service combines lexical search with configured local semantic retrieval.
Follow a reviewed decision path
Typed procedure guides return the next question, required instructions, completion, or a human handoff. The conversation record retains the source context behind the assistance.
Keep a person within reach
The caller can request a representative directly. Staff receive the reason and conversation context, review the evidence, and take responsibility for the next action.
Evaluate Customer Care
Make the next step measurable.
Agree a representative sample and a baseline from your current process. These are proposed evaluation measures, not published performance results.
Bring a representative example
Approved airline guidance, a policy exception, and a caller asking for a person.
Inspect the complete workflow
Trace the source used for the answer, review the representative handoff, and follow a consented callback to its recorded outcome.
Compare with your baseline
Answer support against approved sources; handoff completeness; queue wait; callback follow-up time.
Questions & answers
Before you book a demo.
Does Customer Care require Aurora or XENIA?
No. Customer Care has its own staff workspace, call workflows, knowledge governance, and administration. Aurora is not required. An optional XENIA connection adds concierge handoff chat and concierge administration.
What does a representative receive during a handoff?
The call reason, AI transcript, timeline, notes, and historical knowledge evidence are available in the conversation record. Representatives can review that context before continuing with the caller.
Can Customer Care change bookings or issue refunds?
Reservation transactions are outside the current implementation. Booking changes, refunds, and payments stay with authorized airline staff and their reservation systems.
Does a callback request automatically call the customer?
No. It records explicit consent, a confirmed number, ownership, and follow-up outcomes. Staff use their approved calling process.
What is available in the mobile workspace?
Native iPhone Care and Admin source implements scoped conversation review, shared notes, approved-evidence search, callback follow-up, staff chat, and team oversight. Signed distribution and iPhone acceptance remain pending. Telephone audio stays on desktop; callbacks record follow-up without placing calls, and native concierge administration is read-only. The illustrated mobile screenshots show the earlier browser prototype.
See Customer Care in action
Request a demo Bring a real support scenario.
A focused walkthrough, with the people and decisions that matter to your team.