Jun 18, 2015, 9:11 am
Last edit by: JDiver
AA "Enhanced" IVR / Interactive Voice Response System
including "Remember Me" discontinuation (as of 19 May 2015), quality, etc.
Note: bypass command is "Agent"; one can also tap "0" several times.
Note: The IVR recognizes ICAO / NATO phonetic alphabet; that can come in handy when IVR can't respond to accents:
ICAO / NATO phonetic alphabet
NOTE: Numbers pronounced as normal, but for “fife” and “niner”.
NOTE: “Concierge” and "Executive Platinum" Desks are separate agents, allegedly with extensive knowledge and supervisor powers. (Gold, Platinum and Platinum Pro "desks" are prioritized lines into the main telephone service bank).
Consolidation (Los Angeles, Tucson, Hartford EP Desk center's have been closed) and the need to bring in new agents have seemingly reduced the quality of EXP Desk services.
including "Remember Me" discontinuation (as of 19 May 2015), quality, etc.
Our interactive voice response system
When you call, just tell the system what you need and the information will be passed along to an agent. If your cell number is saved in your account the system will recognize who you are and can help you with things like:
To make sure you’re recognized: AAdvantage customer service
Did you sign up for Remember Me? The new system will provide you with all the help you need and more, but getting recognized is a little different – as long as you have a unique cell number in your account we’ll recognize you. It’s that easy and there’s no need to sign up.
Update your AAdvantage account
When you call, just tell the system what you need and the information will be passed along to an agent. If your cell number is saved in your account the system will recognize who you are and can help you with things like:
- Flight information, including connecting flights
- Reservations assistance
- AAdvantage mileage balance and elite qualifying activity
- 500-mile upgrade notifications for elite status members
- Save your cell number in your AAdvantage account
- Don’t include this number in any other account, like your child’s account
- Call us from this cell phone
- Include your AAdvantage number in all reservations
- If you need help with recognition of your cell phone number please contact AAdvantage Customer Service.
Did you sign up for Remember Me? The new system will provide you with all the help you need and more, but getting recognized is a little different – as long as you have a unique cell number in your account we’ll recognize you. It’s that easy and there’s no need to sign up.
Update your AAdvantage account
E-mail from AA 18 June 2015:
Hello John Q. Customer,
AAdvantage® Executive Platinum Number: I28IVR
If you've called us recently, you probably noticed we're speaking in a new voice. We've made enhancements to our voice response system that are designed to be more conversational so you can tell us what you need in a few short phrases. When prompted, your responses allow us to get you the information you need on the spot, or pass the details you provide through to an agent. Your interactions will help us fine-tune the system and improve its responsiveness.
Learn more »
Recognition is now handled differently and the "Remember Me" service you subscribed to no longer applies. Our system will recognize you when you're calling on your cell phone, as long as that cell number is listed in your American Airlines AAdvantage account — and not in any other member's account. With this functionality, we'll be able to quickly pull up your account to answer your questions and proactively provide you with your flight information. We understand that sometimes you prefer to speak with a person and we're working on ways to help you reach an agent more quickly. Please keep the feedback coming, we are listening and refining the system based on your direct feedback.
Update your cell phone number
Hello John Q. Customer,
AAdvantage® Executive Platinum Number: I28IVR
If you've called us recently, you probably noticed we're speaking in a new voice. We've made enhancements to our voice response system that are designed to be more conversational so you can tell us what you need in a few short phrases. When prompted, your responses allow us to get you the information you need on the spot, or pass the details you provide through to an agent. Your interactions will help us fine-tune the system and improve its responsiveness.
Learn more »
Recognition is now handled differently and the "Remember Me" service you subscribed to no longer applies. Our system will recognize you when you're calling on your cell phone, as long as that cell number is listed in your American Airlines AAdvantage account — and not in any other member's account. With this functionality, we'll be able to quickly pull up your account to answer your questions and proactively provide you with your flight information. We understand that sometimes you prefer to speak with a person and we're working on ways to help you reach an agent more quickly. Please keep the feedback coming, we are listening and refining the system based on your direct feedback.
Update your cell phone number
ICAO / NATO phonetic alphabet
NOTE: Numbers pronounced as normal, but for “fife” and “niner”.
NOTE: “Concierge” and "Executive Platinum" Desks are separate agents, allegedly with extensive knowledge and supervisor powers. (Gold, Platinum and Platinum Pro "desks" are prioritized lines into the main telephone service bank).
Consolidation (Los Angeles, Tucson, Hartford EP Desk center's have been closed) and the need to bring in new agents have seemingly reduced the quality of EXP Desk services.
AA Service Phone Voice Recognition / IVR Issues (After May 2015)
May 19, 2015, 11:56 am
#17
Join Date: Aug 2008
Location: South Park, Metropolis
Programs: AA LT PLT 3MM, Hilton/Marriott/SPG/Club Carlson GLD, IHG PLT
Posts: 4,610
May 19, 2015, 12:42 pm
#18
Join Date: Jul 2008
Programs: AA: Former CK (LT PLT), MB: PE (LT Gold)
Posts: 503
Summary: there are 2 issues
Issue 1: Loss of functionality of "Remember Me"
To be clear, the new system is supposed to automatically recognize mobile number but that's where it ends - limit one. The prior system allowed the user to select which phone numbers on their profile they wanted to have recognized - greater than one. So when I call from home or the office (whether by me or an EA) ... this just adds time.
I wonder if this is the pmUS system.
Issue 2: Extra steps to get to a live agent
Great tips from prior posts about circumventing the new IVR prompts.
Suggestion:
- Please comment on AA's webform about both
- If you have a Twitter account ... @AmericanAir
- And every time you talk to an agent ... please bring this u
To be clear, the new system is supposed to automatically recognize mobile number but that's where it ends - limit one. The prior system allowed the user to select which phone numbers on their profile they wanted to have recognized - greater than one. So when I call from home or the office (whether by me or an EA) ... this just adds time.
Issue 2: Extra steps to get to a live agent
Great tips from prior posts about circumventing the new IVR prompts.
Suggestion:
- Please comment on AA's webform about both
- If you have a Twitter account ... @AmericanAir
- And every time you talk to an agent ... please bring this u
May 19, 2015, 12:44 pm
#19
Suspended
Join Date: Jan 2015
Programs: AA-ExecPlat, DL-Diamond, Hilton-Diamond, Hyatt-Diamond
Posts: 63
Just called earlier this morning and my oh my its sounds just like US Airways prompts! It did play the late 1990s era melody that was featured in some of AAs ads at the time strangely enough.
Anyway the "new" system is needlessly confusing, unresponsive and makes it much harder to reach a live agent that the old AA IVR system.
The takeover of AA is in full force....
Anyway the "new" system is needlessly confusing, unresponsive and makes it much harder to reach a live agent that the old AA IVR system.
The takeover of AA is in full force....
When I call, the "remember me" feature greets me by name and asked what I would like to do. I can "agent" at anytime and it connects me to a live person. Quick, efficient, easy.
May 19, 2015, 12:46 pm
#20
Join Date: May 2013
Location: LHR
Programs: AA EXP, DL DM, Marriott Titanium
Posts: 1,033
Was able to call without any issues yesterday.
Pretty much nothing but busy signals today. The one time I got through, it didn't remember me, then asked for my AAdvantage number, put me on hold, and promptly dropped the call.
Pretty much nothing but busy signals today. The one time I got through, it didn't remember me, then asked for my AAdvantage number, put me on hold, and promptly dropped the call.
May 19, 2015, 12:56 pm
#22
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
Are you using your previously registered cellular / mobile telephone? That still works, but other numbers - home, office, etc. have been eliminated.
May 19, 2015, 1:20 pm
#23
Join Date: Aug 2010
Location: Houston, TX
Programs: HHonors Diamond, AA Executive Platinum, National Executive Elite, Avis First
Posts: 494
Looks like you can define two cell phone numbers from your profile page now. Previously I think you were only able to do one of each phone type.
May 19, 2015, 1:55 pm
#24
Suspended
Join Date: Jan 2015
Programs: AA-ExecPlat, DL-Diamond, Hilton-Diamond, Hyatt-Diamond
Posts: 63
May 19, 2015, 2:09 pm
#26
Join Date: Apr 2005
Location: DEN
Programs: Free checked in bag on UA & DL. Free icecream at Marriott checkin.
Posts: 2,862
Have they lost their minds? What a horrible experience.
May 19, 2015, 2:15 pm
#27
Join Date: Nov 2003
Location: ORD / MDW / FLL
Programs: DL DM/1MM, AA EXP, SPG Platinum, Hyatt Platinum, Marriott Platinum
Posts: 2,295
Awful, just awful. Another example of making things worse for the customer.
I have been trying to call EXP line for the last hour and I either get a busy signal or my call is disconnected as soon as I am connected to an agent. This after I am routed through a ridiculous decision tree designed to force me into the automated system.
I have been trying to call EXP line for the last hour and I either get a busy signal or my call is disconnected as soon as I am connected to an agent. This after I am routed through a ridiculous decision tree designed to force me into the automated system.
May 19, 2015, 2:17 pm
#28
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
Some will still be inconvenienced by being limited to two numbers, but this isn't the sky falling.
May 19, 2015, 2:21 pm
#29
Join Date: May 2004
Location: San Francisco, CA
Programs: AA EXP 1MM, UA 1K, Marriott/SPG Platinum Elite
Posts: 774
I find the new system to actually be BETTER!
- I like hearing the old AA "theme"
- You can now bypass the hazardous materials message by saying "continue" as soon as he starts blabbing the details
- It recognizes me from both my phone numbers
- I like hearing the old AA "theme"
- You can now bypass the hazardous materials message by saying "continue" as soon as he starts blabbing the details
- It recognizes me from both my phone numbers