AI phone agents
Mar 13, 2026 | 7:45 am
#17
Flyertalk Evangelist, Moderator: United Airlines MileagePlus
Join Date: Nov 2014
Location: MSP
Programs: DL DM, UA Nostalgist, Global Entry; +others wherever miles/points are found
Posts: 16,097
in a similar vein, I had a recent chat interaction where the first thing I typed was either agent or representative, then had to go several rounds with the AI that insisted on me going through the multiple flavors of question that would narrow down my issue, before concluding that why yes in fact I do need to talk to a human representative. In the post-chat survey, I suggested that while I am sure many people have questions that are capable of being handled via AI, if a customer's FIRST message is for a human, the AI should just believe you and not force you to justify it. IMO the ill will created by forcing this frustration on people when they most likely need a human and know that in advance, does not outweigh whatever savings you can get by downsizing your call center workforce.
I guess the next step is using an AI agent to place the call and negotiate with Delta's AI until it gets a human for me.
Mar 13, 2026 | 8:37 am
#18
Moderator: Delta SkyMiles
Join Date: Mar 2006
Location: Hotlanta.
Programs: DL (duh), AA 1MM, Bonvoy Titanium, HH Diamond
Posts: 8,571
This is a trend I am encountering more and more across many businesses and it is absolutely infuriating. If I am calling, it is not for something that an automated system will be given the authority to resolve.
I guess the next step is using an AI agent to place the call and negotiate with Delta's AI until it gets a human for me.
I guess the next step is using an AI agent to place the call and negotiate with Delta's AI until it gets a human for me.
A few months ago I decided to play the game and tell it what I wanted. Of course it screwed things up and sent me wrong directions because it was working off of keywords and not “understanding” exactly what I was trying to do.
Mar 13, 2026 | 8:40 am
#19
Join Date: Sep 2014
Posts: 234
Then stay on the call long enough to determine if you have someone capable of doing the work, then put you on the call. If Delta wants to employ AI, might as well do the same to see if it is waste of time to join the call first.
Last edited by autdi; Mar 13, 2026 at 8:41 am Reason: Added why.
Mar 14, 2026 | 10:10 am
#22
Join Date: Jan 2025
Programs: DL DM, Bonvoy LTP
Posts: 205
In that vein, the app correctly processed my SDC this morning (I had my doubts) so didn't have the need to call in. BUT the seat assignments would not stick...not sure if it's a new bug or not. Luckily I was in front of a computer and it worked to change them on the website.
Mar 14, 2026 | 3:30 pm
#23
Join Date: Jun 2024
Location: ORD
Programs: DL 2MM/DM, UA 1MM/Premier Gold, Hilton Diamond, Marriott Lifetime Titanium
Posts: 1,295
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Mar 14, 2026 | 3:43 pm
#24
Join Date: Feb 2008
Location: Auckland, NZ/New York, NY/ATL
Programs: DL DM MM, BIS 2.5MM, EK Gold, SQ Gold, Marriott Gold, HH Gold, OW Emerald, HY Globalist
Posts: 5,506
FYI "0" wait 5 seconds "0" wait 5 seconds "0" wait 5 seconds and "0" will get you in line to an agent in less than 90 seconds.
Mar 14, 2026 | 7:53 pm
#25
Join Date: Nov 2004
Location: Nashville
Programs: DL DM 3 MM AA PLAT HH Lifetime Diamond Marriott Plat AMB lifetime titanium Hertz PC
Posts: 6,315
Called the DM line for realsies this afternoon (and I feel it was quite reasonable...day of departure IRROP in the airport, app self service flow wouldn't work, line out the door for the Sky Club, all the usual fun stuff these days). Can confirm the DM line was the "normal" IVR greeting that routed me to an agent (after asking me if I wanted to wait 1 minute for the agent or 4 minutes for the messaging service ).
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Mar 15, 2026 | 2:54 am
#26
Join Date: Jun 2024
Location: ORD
Programs: DL 2MM/DM, UA 1MM/Premier Gold, Hilton Diamond, Marriott Lifetime Titanium
Posts: 1,295
For sure. When I abandoned my itinerary and left the airport yesterday they were still looking for a first officer. I have stopped filing complaints because it feels like wasted time and effort.
Mar 15, 2026 | 1:12 pm
#27
Join Date: Jul 2008
Location: MSP
Programs: Delta PM, Hertz Platinum, Sixt Diamond, LHW Aurelian, Hilton Diamond, IHG Diamond
Posts: 3,664
Mar 16, 2026 | 9:03 am
#28
Join Date: Feb 2003
Location: Southern California
Programs: United MileagePlus Premier 1K, Delta SkyMiles Diamond Medallion
Posts: 1,537
It’s easier to bypass this new AI agent, than it was with the previous AI phone rep.
The new voice sounds a lot like Deborah Howell, formerly of KTWV 94.7 The Wave in Los Angeles!
The new voice sounds a lot like Deborah Howell, formerly of KTWV 94.7 The Wave in Los Angeles!
Mar 20, 2026 | 6:23 am
#29
Join Date: Feb 2007
Location: Pensacola, FL (PNS)
Programs: Delta 1.99M, Hyatt Globalist, IHG Diamond, Marriott Gold, Hilton Diamond
Posts: 2,687
How about the AI chat agent in the app?
It provides what appears to be an INTERNAL summary, called "parking lot", back to the user (us) instead of exclusively behind the scenes.
It has a summary with things like sentiment and other stuff, but redacted information like flight number.
Very odd.
It provides what appears to be an INTERNAL summary, called "parking lot", back to the user (us) instead of exclusively behind the scenes.
It has a summary with things like sentiment and other stuff, but redacted information like flight number.
Very odd.