Agentic AI solutions for improving customer satisfaction

In Part 1 of our series, we looked at how airlines are reimagining the way technology and human service intersect, potentially transforming every touchpoint within the passenger journey. In Part 2, we took a deep dive into where airlines are focusing their customer data investments.

In this final article, we explore how AI can be leveraged to improve customer satisfaction in an industry where delays, cancellations, and service frustrations are all but expected. Credera’s data engineers are exploring how Agentic AI concierge systems can help reverse chronically low customer satisfaction levels in this highly competitive sector.

The AI opportunity

The integration of agentic AI concierges represents a paradigm shift from reactive to proactive service. In an unexpected crossover, Credera’s team is leveraging a decisioning framework for these concierges that was originally developed by the Air Force.

John Boyd, an Air Force Colonel, created a decision-making approach called the OODA Loop, an abbreviation of Observe, Orient, Decide, and Act. The OODA Loop is a dynamic decision cycle that Credera’s experience design and data strategists are applying to passenger experience management. Unlike static algorithms, agentic AI creates “wheels-within-wheels” of continuous assessment and response, processing complex information streams to anticipate needs before they become passenger headaches.

This OODA loop shows the dynamic decision logic and activity flow within the AI Concierge:

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Intelligent anticipation

Imagine a passenger whose connecting flight is at risk due to maintenance issues. Traditional systems might wait until the delay is confirmed before offering limited alternatives. Instead, an agentic AI concierge could continuously analyze maintenance logs, crew availability, weather patterns, and particularly, each passenger’s loyalty status and travel purpose.

Hours before problems materialize, the system would reach out to high-value passengers and present personalized rerouting options. These could be presented through seat-back screens, although they would be more likely to be transacted through the passenger’s mobile device, thanks to increasingly available in-flight Wi-Fi.

For higher-tier loyalty members, or those with tight connections, the AI might proactively reserve seats on alternative flights, holding them temporarily while presenting options. By the time a passenger speaks with a human agent, comprehensive solutions could have already been prepared, transforming a potentially negative experience into a demonstration of white glove care…all while reducing the time taken from a human agent to do that research.

Personalized incentives

Beyond individual disruption management, agentic AI systems can optimize overall operations through dynamic load balancing. By analyzing booking patterns and offering targeted incentives—such as instant loyalty points or fare discounts—to passengers willing to select less congested flights, airlines can distribute demand more effectively. These incentives can be tailored based on sophisticated passenger profiles, including travel purpose, baggage requirements, and destination activities.

To learn more about our innovative strategies for reshaping customer experiences in the airline industry, get the full three-article series in an ebook.

• Experience Design
• Marketing Technology
• Marketing Technology Strategy
• Digital Design
• UX Strategy
• Agentic AI
• Airline Industry
• Service solutions