Patent ID: 11935070
Assignee: UNITED AIRLINES, INC.
Field: IT methods for management (Electrical engineering)
Classification: CPC G  H | IPC G

Claim 8:
9. A system for automatically providing a remote airline agent to a user, the system comprising:
a communication network;
one or more processors coupled to the communication network; and
a non-transitory computer readable memory coupled to the communication network and the one or more processors, including instructions stored thereon that, when executed by the one or more processors, cause the one or more processors to:
receive, via the communication network, a plurality of pending requests to communicate with a remote airline agent from a plurality of users each attempting to modify a flight segment or obtain assistance related to the flight segment, each request including identification information for a user initiating the request, and flight information for the flight segment;
for each of the plurality of requests, obtain, from an airline reservation database, flight information for the flight segment to identify a flight urgency level or a flight criticality level for the flight segment;
assign a priority level to each of the plurality of pending requests based on one or more attributes associated with each pending request, the one or more attributes including at least one of: flight attributes related to a flight status, flight operations, a flight connection time, the flight urgency level, or the flight criticality level for the flight segment, or user attributes related to a user status, a user wait time, or a group size;
rank the plurality of pending requests in accordance with the assigned priority levels;
identify a flight segment that has been canceled or delayed;
transmit, via the communication network, messages to users scheduled to travel on the flight segment; and
automatically connect to a client device for a highest ranked request of the plurality of pending requests to initiate a video chat between the user and the remote airline agent to modify the flight segment or provide assistance related to the flight segment, wherein each message activates an airline application for the user to enable connection to an on demand service that appends the user's request to the plurality of pending requests and initiates the video chat with the remote airline agent when the user's request is the highest ranked request.