Skywards Roving Agent

Customer end: card on home page when Skywards member is at the airport
Step 1: indicate nature of query
Step 2: enter question
Step 3: get paired with an agent in your terminal
Step 4: start chatting with your agent to help resolve your query
Step 5: decide with your agent what's right for you - this shows that the agent has decided to meet the customer in person
Step 5: decide with your agent what's right for you - this shows that the agent has decided to send the customer to a nearby help desk
Agent end: view customer they are currently assigned to and their terminal's queue. Customers color coded by Skywards status
Step 1: chat with assigned customer to understand their needs
Step 2: agent can choose to meet customer in person, send them to a help desk, send them links to the FAQ page, or resolve the query in chat
Step 2: interface for agent sending FAQ links to help answer the customer's question

Inspiration

Enhance customer experience of Emirates Skywards members with a simple and effective App interface.

What it does

Matches agents with members via the Emirates App. Uses the nature of a customer's query, member status, and location to provide the most effective possible service. Applies an algorithmic approach to manage workflow, and provides a chat environment between agent and customer.

How Skywards Roving Agent handles worklow

Whenever a customer sends in a query it is directed to a priority queue associated with their airport terminal. Priority is calculated based on membership tier, wait time in the queue, and the urgency of the query. More priority is given to customers with a higher membership tier and a more urgent query. Agents are assigned a new query from the top of the priority queue and respond right away.

What it looks like from a user perspective

Users can submit a query by choosing a query category. Once an agent responds, the user will be able to interact with an agent via a chat interface. If the query cannot be resolved within the chat, the agent will set up a way to interact with the Skywards member face to face, either by coming to them or sending the customer's info to a nearby help desk.

How we built it

Attempted to set up a network between customer/agent interfaces using Azure to set-up a server and React to build the Apps. Design work was done in Figma.

Challenges we ran into

Limited technical experience especially with App development (none of the team members have build an app before).
Connecting the Apps to the server
Setting up environment and learning new APIs