There was an article in the WSJ about a year go that was saying AA was implementing a CRM system that would basically track everything and proactivelly suggest what agents should do to keep you happy.

For instance, if your last few flights have had problems (delays, mechanical, or something) the system would automatically suggest that gate agents give you an upgrade or special services escort you to your connecting gate, or something along those lines.

Not sure what the status of it is.

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