IVR App - Transportation

Transportation

• Airlines: Frequent Fliers

  A large number of calls to airlines involve questions about frequent flier programs. Most callers are trying to get a record of their mileage credits or trying to update their account. A computer telephony system answers these calls leaving airline agents free to attend to revenue-producing calls. The system is programmed to ask for the caller's frequent flier number and security code. After this information is taken, the caller is prompted to enter digits to verify flight credits and the number of points accrued.

• Airlines: Crew Scheduling

  Computer telephony systems can be connected to airline computers to handle scheduling of crews and management personnel. The system asks each caller for an employee identification number and password, followed by a series of questions requesting desired flight schedules, vacation times, and stop-over intervals. The computer correlates the results and develops a workable schedule.

• Airlines: Flight Status

  A large number of calls received by airlines involve questions about flight status. This information can be dispensed by a computer telephony system more effectively without any inconvenience to airline personnel. The same computer that activates the arrival and departure listings seen in airports can be connected to a computer telephony system to provide the information in recorded format to callers.

• Trucking: Dispatch

  Special dispatch and messaging systems are starting to utilize call processing technology to make it easier for truckers to receive instructions from their dispatchers without being kept on hold for long periods of time. Drivers are provided with identification numbers and job numbers for each load. A series of codes is provided by the computer telephony system that is input by the driver to indicate the status of a delivery. The codes include information about the time of pickup, distance traveled, and estimated time of delivery. This information is forwarded to a computer to determine the optimal coordination of return loads, alternate routes, and contingency plans.

• Trucking: Driver Messaging

  Computer telephony systems make it easier for truckers to communicate with their families when they are on the road. Drivers and their families are assigned voice mailboxes. When drivers stop for a rest they can the system, enter a password and mailbox number, and listen to any messages. They can also record voice messages for family members and forward them to the appropriate mailbox.

• Shipping: Global Tracking

  Shipping lines track the progress of cargo ships for thousands of ports worldwide. They receive daily reports of location, weather conditions, delays, repairs, and other information that is entered into a central computer. This information is used to answer the many calls they receive concerning the whereabouts of ships and their containers. A computer telephony system, connected to the line's central computer system, can provide this information to callers automatically. Callers are prompted to enter a shipping manifest number or the number of the ship or containers in question. The system responds with the currently available location of the ship and the estimated arrival time and port.

• Railroad or Bus: Scheduling

  Regional and nationwide train lines are beginning to employ specialized computer telephony systems to answer callers' questions about train schedules. Callers are requested to listen to a list of train lines and then to select the line they are interested in. The system plays train numbers and up-to-the-minute departure and arrival times. More sophisticated systems will transfer calls to agents so that tickets can be ordered.

• Postal Service: Package Tracking

  Most postal companies are now installing computerized tracking and inventory systems for major clients. These systems allow customers to generate their own packing slips that are automatically logged by the postal service. Computer telephony systems can be connected to these computers to allow customers to dial in and enter a tracking number using their telephone. The system provides the location of the package and the estimated delivery time and location. More sophisticated systems can produce a lost package tracer report that can be automatically faxed to a customer.

• Courier Availability

  Companies providing courier services have a computerized list of couriers on file, indexed by their routes and availability. When a job comes in, the destination of the package and the required time of delivery is entered in the computer which searches the records for available couriers. Calls are placed automatically to the eligible couriers asking them to contact the office.