AI Agent

Customer Service Agent

Triage airline requests, answer FAQs, and execute seat changes with transparent tool usage.

⚡Run Customer Service Workflow

Describe the passenger request. The triage agent will decide whether to answer an FAQ or hand off to the seat specialist, then call tools to update the reservation.

💡Demo only: FAQ answers and seat updates are mocked in-memory and do not touch real airline systems.

Structured Output Fields

conversation
Ordered log of the dialogue, including tool call notes and handoff events.
handoffTrail
List of agent handoffs with source, target, and rationale.
toolCalls
Every tool invocation showing inputs, outputs, and calling agent.
contextSnapshot
Passenger context captured during the run (confirmation number, seat, flight).

How to Use the Customer Service Agent

1

Open the Customer Service Agent page and provide a detailed customer request (include confirmation number when asking for seat changes).

2

For policy questions, simply ask in natural language; the triage agent will forward to the FAQ specialist automatically.

3

For seat updates, specify the confirmation number and target seat so the seat booking agent can run the update_seat tool.

4

Review the final response along with the handoff trail, tool calls, and captured passenger context.

5

Share the audit log or export the structured output to integrate with internal dashboards.

how to run ai airline customer service workflowstep by step guide to seat change automationinstructions for multi-agent airline faq assistant

Case Studies

Rapid Baggage Policy Guidance

A passenger asked about carry-on limits and oversized baggage fees. The triage agent routed the question to the FAQ specialist, which retrieved the approved policy copy.

🚀Support resolved within seconds without escalating to a human agent.

Seat Reassignment Workflow

A traveler requested a move from 23B to 23C while still boarding. The seat agent gathered the confirmation number, executed update_seat, and wrote back the new assignment.

🚀The customer received instant confirmation and the operations team saw the change in audit logs.

Mixed Intent Conversation

A customer inquired about inflight meals and also wanted an aisle seat. The workflow answered the FAQ first, then returned to the seat agent to complete the change.

🚀The triage loop handled multiple intents gracefully without losing context.

Frequently Asked Questions

Which languages are supported?+

The interface ships with English and Chinese content. Additional locales can be added via next-intl translations.

How do I expand the FAQ knowledge?+

Update the faq_lookup_tool implementation or connect an external CMS/vector store so answers always use vetted content.

Does the seat update touch real airline systems?+

The example uses a mocked update_seat tool. In production you would call your reservation API with authentication and auditing.

Can I trace each tool call?+

Yes. Tool calls include their inputs, outputs, and are wrapped with withTrace so you can map them to observability dashboards.

How is passenger data protected?+

Confirmation numbers and seat assignments stay in the in-memory run context. Mask or encrypt fields when persisting beyond the session.

What if the request is outside FAQ or seat changes?+

The triage agent will respond with a friendly fallback or escalate to a human workflow.

Does it support multi-turn conversations?+

Yes. The context object persists confirmation numbers and seats, so follow-up prompts don’t need to repeat the same details.

How do I embed this workflow in my web app?+

Reuse the AgentRunner component, call /api/agents/customer-service/run, and surface the conversation plus structured output in your UI.

Can I add flight status or loyalty handling?+

Extend lib/customer-service/agents.ts with new specialists, then register them in the triage handoffs list.

How do I test the workflow?+

Use scripted prompts for baggage, seating, and mixed intents. For web UI, add Playwright/Cypress flows to verify tool call traces.

How do I keep prompts stable?+

Retain the RECOMMENDED_PROMPT_PREFIX and review instructions regularly to avoid drift as you add new tools or agents.