Streamlining Missing Asia Miles Claims with Agentic AI
Use Case Description
The customer care department at Cathay faces challenges in efficiently resolving common inquiries related to missing Asia miles. Frontline agents engage directly with customers, while a middle office team handles the more complex cases, which often involve multiple steps, including communication and data verification. This process can be time-consuming, leading to delays and decreased customer satisfaction. Our proposed solution leverages an Agentic AI framework that incorporates two specialized bots: one for retrieving customer data and verifying flight records, and another for executing the miles crediting process. By automating lower complexity cases, the AI will enhance operational efficiency, allowing human agents to focus on higher complexity inquiries that require nuanced decision-making and policy compliance. This innovative approach aims to significantly reduce resolution times, improve customer engagement, and streamline the overall claims process for missing Asia miles.
AS-IS WORKFLOW, TO-BE WORKFLOW
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Other information about the use case
Industry categories for this use case: Customer Service
Skill level required: Intermediate
UiPath Products that were used: UiPath Action Center, UiPath AI Center, UiPath Assistant, Agentic AI
Other applications that were used: -
Other resources: -
What is the top ROI driver for this use case?: Accelerate growth and operational efficiency