Today Show & United Airlines Agent on Demand

United Airlines Revolutionizes the Travel Experience with Agent on Demand, Powered by Cisco and Upstream Works

Today Show Features United Airlines Agent on Demand Service

November 28, 2023 (Woodbridge, ON) – The days before Thanksgiving are amongst the busiest travel days of the year. This year, the Today Show braved the crowds to showcase how United Airlines is revolutionizing customer experience for travelers with Agent on Demand, a service that allows customers to instantly connect to agents via a QR code through video, chat or voice calls.

Agent on Demand leverages Cisco and is brought to life by Upstream Works omnichannel contact center solutions. As the Today Show demonstrates, a traveler needing immediate assistance can quickly connect to an agent using their smartphone to scan the QR codes that are displayed throughout airports. On a busy travel day, this service becomes even more useful as in-person gate agents struggle to manage the large volumes of people looking for help with routine questions as well as possible delays, rerouting and rebooking.

“We’re focused on helping United Airlines and other organizations to transform and simplify their customer service approach,” says Rob McDougall, CEO of Upstream Works. “United Airlines is seeing great success with servicing customers that are on-the-go and in potentially highly stressful situations and needing face-to-face service.”

Watch the Today Show feature below.


About Upstream

Upstream Works provides enterprise-ready omnichannel contact center desktop solutions that simplify and improve the agent and customer experience. Our flexible, agent-first desktop solutions support digital transformation, innovation, and business growth, and enable contact centers to operationalize artificial intelligence (AI) while leveraging existing systems and investments. For over 20 years, Upstream Works has helped companies around the world and across industries improve operational efficiency, agent effectiveness, customer experience and business outcomes.



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Escalate PR for Upstream Works