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American Airlines rolled out a new automated phone system this summer, featuring an AI-sounding voice that required customers to listen to a minute-long greeting before proceeding. The system initially did not recognize requests for an "agent" until the greeting was completed.
The original message included information on how to add a pet to reservations online and encouraged users to utilize the American Airlines mobile app or website for faster service. Customers were also informed that calls might be recorded and monitored for quality assurance, with additional options provided in Spanish.
"I estimated this new greeting – which really spends time thanking customers twice – was costing American’s customers $31 million per year in wasted time," noted one observer. Although the airline stated they would take the feedback into account, there was skepticism about any imminent changes.
