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, 6:53 am
#1
Original Poster
Join Date: Aug 2008
Location: Boston, MA (BOS)
Programs: AA PLT Pro 2MM, DL Gold, UA Silver, Marriott Ambassador + LT Plat, COFC Venture X, HHonors Diamond
Posts: 5,587
AA Service Phone Voice Recognition / IVR Issues (After May 2015)
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....
May 19, 2015, 6:57 am
#2
Join Date: Jul 2008
Programs: AA: Former CK (LT PLT), MB: PE (LT Gold)
Posts: 503
New phone system ... lost "Remember Me" details?
Called in this morning to the EXP line and was greeted by a new call routing system - not a big deal. I was then greeted by a prompt to provide my AAdvantage number. For the past some-odd years, I have had the "Remember Me" function set up with both my office and mobile numbers. After I got to an agent and completed my initial call, I asked her about this.
While she could see all of my correct phone numbers, they were no longer set up for the "Remember Me" feature. She tried to manually add them back in but that generated an error. We also could no longer find the feature on the website (under the profiles/information section).
That got me to AA.com support who noted there was a change to the system but that's all she could tell me. She took down my details and said she would investigate.
It looks like my mobile number is back in but not my office number. Anyone else having similar issues or is this isolated to me? This little feature is a huge time saver you never value until it's gone!
While she could see all of my correct phone numbers, they were no longer set up for the "Remember Me" feature. She tried to manually add them back in but that generated an error. We also could no longer find the feature on the website (under the profiles/information section).
That got me to AA.com support who noted there was a change to the system but that's all she could tell me. She took down my details and said she would investigate.
It looks like my mobile number is back in but not my office number. Anyone else having similar issues or is this isolated to me? This little feature is a huge time saver you never value until it's gone!
May 19, 2015, 7:32 am
#3
Join Date: Jul 2008
Programs: AA: Former CK (LT PLT), MB: PE (LT Gold)
Posts: 503
Updated: New phone system has a replacement to the old "Remember Me" feature
I have confirmation ... after doing a circle from the EXP desk, AA.com web services, AA Customer Service and then back to a fantastic (dare I say real) EXP rep.
She read a few lines from some of her documentation. I am going to paraphrase:
- new phone system as part of the integration of systems
- in that, the old "Remember Me" feature is discontinued (most reps have no idea ... I was one of a few people calling in this morning)
- replacing it is a new system that pulls only the mobile/cell number of the AAdvantage member (no option of feature to add additional numbers)
Losing additional numbers is a huge loss. The rep was very apologetic and pushed me to drop a comment on the Contact Us page of AA.com. I also plan on hitting Twitter as well. If you're going to miss the value as well, please do the same.
She read a few lines from some of her documentation. I am going to paraphrase:
- new phone system as part of the integration of systems
- in that, the old "Remember Me" feature is discontinued (most reps have no idea ... I was one of a few people calling in this morning)
- replacing it is a new system that pulls only the mobile/cell number of the AAdvantage member (no option of feature to add additional numbers)
Losing additional numbers is a huge loss. The rep was very apologetic and pushed me to drop a comment on the Contact Us page of AA.com. I also plan on hitting Twitter as well. If you're going to miss the value as well, please do the same.
May 19, 2015, 7:36 am
#4
Join Date: Jul 2008
Programs: AA: Former CK (LT PLT), MB: PE (LT Gold)
Posts: 503
AAerSTL,
I posted this in pmAA - <removed circular link post merge>
Not sure if the pmUS had a similar "Remember Me" feature or if this is the PMUS system. Either way, I agree with you that this adds complexity and time to get where I need to be.
I posted this in pmAA - <removed circular link post merge>
Not sure if the pmUS had a similar "Remember Me" feature or if this is the PMUS system. Either way, I agree with you that this adds complexity and time to get where I need to be.
Last edited by Microwave; May 19, 2015 at 8:17 am
May 19, 2015, 7:57 am
#6
Join Date: Jul 2008
Programs: AA: Former CK (LT PLT), MB: PE (LT Gold)
Posts: 503
Just received a quick response from AA Customer Relations. Here's a snippet ...
"I am sure we will get more feedback over the next few days to properly assess the situation."
If you value the old feature and want to get to an agent by hitting zero (0) once, please submit your feedback to the "Contact American" page. It appears they are willing to listen.
Thanks ...
"I am sure we will get more feedback over the next few days to properly assess the situation."
If you value the old feature and want to get to an agent by hitting zero (0) once, please submit your feedback to the "Contact American" page. It appears they are willing to listen.
Thanks ...
May 19, 2015, 8:16 am
#8
Moderator: American AAdvantage, Signatures
Join Date: Jan 2008
Location: London, England
Programs: UA 1K, Hilton Diamond, IHG Diamond Ambassador, National Exec, AA EXP Emeritus
Posts: 9,765
Called in this morning to the EXP line and was greeted by a new call routing system - not a big deal. I was then greeted by a prompt to provide my AAdvantage number. For the past some-odd years, I have had the "Remember Me" function set up with both my office and mobile numbers. After I got to an agent and completed my initial call, I asked her about this.
While she could see all of my correct phone numbers, they were no longer set up for the "Remember Me" feature. She tried to manually add them back in but that generated an error. We also could no longer find the feature on the website (under the profiles/information section).
That got me to AA.com support who noted there was a change to the system but that's all she could tell me. She took down my details and said she would investigate.
It looks like my mobile number is back in but not my office number. Anyone else having similar issues or is this isolated to me? This little feature is a huge time saver you never value until it's gone!
While she could see all of my correct phone numbers, they were no longer set up for the "Remember Me" feature. She tried to manually add them back in but that generated an error. We also could no longer find the feature on the website (under the profiles/information section).
That got me to AA.com support who noted there was a change to the system but that's all she could tell me. She took down my details and said she would investigate.
It looks like my mobile number is back in but not my office number. Anyone else having similar issues or is this isolated to me? This little feature is a huge time saver you never value until it's gone!
~Moderator
May 19, 2015, 9:56 am
#10
Join Date: Dec 2003
Location: PHL
Programs: AA EXP, Marriott Lifetime Plat, SPG Plat, AMEX Plat, Hertz PC, Travels too Much Platinum
Posts: 3,290
The US system had done phone recogniton for maybe 4+ years now, so I'd be surprised to completely see this disappear.
May 19, 2015, 10:05 am
#11
Join Date: Jan 2011
Location: DCA
Programs: AA EXP sad former CK, Bonvoy LT Plat, BAEC Gold, VS, former UA, UA no longer, never, ever, QF
Posts: 228
New EXP phone queue, making a flight change.... Got the automated voice attendant, it recognized me. "Agent", "Agent", then it launched into an automated voice command prompted flight change tree (aka Hertz). "Agent" "OK, I will transfer you to the next available agent. You are being transferred to US Airways.... Please hold, as all available agents are busy...." Waited on hold, until US Airways picked up.
The very nice woman at US Airways had no idea about anything to do with AA flights, EXP, or changing them. "how did you get here, you need to be talking to American, not US Airways?" Before transferring me back to EXP where I came "home", to the airline I value. I hope this is not a harbinger of things to come.
The very nice woman at US Airways had no idea about anything to do with AA flights, EXP, or changing them. "how did you get here, you need to be talking to American, not US Airways?" Before transferring me back to EXP where I came "home", to the airline I value. I hope this is not a harbinger of things to come.
May 19, 2015, 10:46 am
#12
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
What a horrible experience! It's almost impossible to get past the three -- four minute automated system. Do I seriously need to hear about lithium batteries!
I've called 10 times this morning and all but the last call dropped. Thankfully, I've figured out how to save a little time. Hitting 000 or asking for an agent just delays the process until you acknowledge you are not using miles. Once you acknowledge you are not using miles, then asking for an agent gets you to the same familiar experienced agent, and saves about 2 minutes.
Don't they realize that one of the huge points of being an EXP is getting a real person on the phone!
I've called 10 times this morning and all but the last call dropped. Thankfully, I've figured out how to save a little time. Hitting 000 or asking for an agent just delays the process until you acknowledge you are not using miles. Once you acknowledge you are not using miles, then asking for an agent gets you to the same familiar experienced agent, and saves about 2 minutes.
Don't they realize that one of the huge points of being an EXP is getting a real person on the phone!
May 19, 2015, 11:23 am
#14
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
After the interminable mechanical sound of the intro - it went on so long I thought the system had broken - "hello, JDiver...", I had to listen to the entire canned spiel about carry-on and prohibited items, before the call progressed.
"Agent."
"We're sorry, but we couldn't recognize..."
"AGENT."
"We're sorry, but we couldn't recognize..."
"AGENT!"
"OK, we'll connect you to the next available agent."
Useless, unnecessary TSA type briefing.
His "enhanced" system is in serious need of repair!
"Agent."
"We're sorry, but we couldn't recognize..."
"AGENT."
"We're sorry, but we couldn't recognize..."
"AGENT!"
"OK, we'll connect you to the next available agent."
Useless, unnecessary TSA type briefing.
His "enhanced" system is in serious need of repair!