The Upstream Works AI Experience Platform is a purpose-built agentic AI platform that delivers autonomous resolutions, equips human agents with real-time guidance and optimizes performance with economical AI models, governance and full data sovereignty.
In this demo, agentic AI takes ownership of an airline customer's flight inquiry, resolving flight status, a seat change and lost-baggage info, and escalating to a live agent with full context when human judgment is needed.
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Yes. The Upstream Works AI Experience Platform connects directly to operational business systems, like reservations, seat inventory, baggage tracking, and policy engines, so it can check eligibility, execute changes like seat or gate updates, and trace a bag, not just describe what the passenger should do next.
The platform operates within defined autonomy levels and guardrails. When a request falls outside what it can safely resolve or a passenger asks for a person, it escalates to a human agent with the full conversation history, so the passenger never has to start over.
Yes. The platform resolves requests across voice and digital channels, including chat, SMS and messaging, so passengers get the same autonomous resolution and consistent experience no matter how they reach out.
Yes. This walkthrough shows the AI Experience Platform's core capabilities in a general airline scenario, but Upstream Works can tailor a live demo to your specific channels, systems and workflows. Our AI and CX experts can walk through what that would look like for your specific airline.
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