American adds cutting-edge call technology

02/6/2009 | Chicago Tribune (tiered subscription model)

Seeking to cut costs at its call centers and boost customer service at the same time, American Airlines is rolling out a "Remember Me" feature that will recognize callers' phone numbers, greet them by name and offer gate and flight information without being asked. Passengers sign up through American's frequent-flier program, and up to three phone numbers can be entered for each customer. Tellme, the creator of the call center program, says American is the first major carrier to use the service.

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