Upstream Works AgentNow powers United Airlines’ Agent on Demand service, which provides on-demand access to remote agents via live video, voice or chat, allowing travelers to quickly connect with customer support.
Agent on Demand provides an easy way for travelers to connect directly with agents by scanning a QR displayed on signage throughout airports with a mobile device or by utilizing a kiosk, allowing them to skip the line at information desks and check-in gates. Customers can choose live video, voice or chat, depending on their preferences and needs. Agents and customers can move between all three channels, allowing them to easily share information and have seamless conversations.
With AgentNow, United Airlines can provide immediate assistance during potentially stressful situations, like flight delays, cancellations, or lost baggage. During busy travel days with high volumes, remote agents complement in-person staff to help with a mix of routine inquiries as well as more complex issues like rebooking flights.
Customers connect by scanning a QR code with a mobile device, utilizing a kiosk, or visiting a webpage.
Customers can choose their preferred channel, including live video, voice, and chat, and use a mix of all three for seamless conversations and easy information sharing.
AgentNow allows businesses to support in-person staff with remote, on-demand agents and experts during peak periods, improving efficiency and productivity.
AgentNow agents utilize Upstream Works’ advanced agent desktop that features knowledge and AI-powered agent insights and guidance in real-time.
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